Don't wait to be asked--offer. Don't just tell employees what to do--show them what to do, and work beside them. – Steve Jobs
How can an organization determine employee satisfaction? Steve Jobs believed explaining employee expectations and showing employees by example leads to a positive work environment. A positive work environment leads to increased employee satisfaction and great customer service. Here are a few Key Performance Indicators (KPIs) your organization can use to gauge and track employee satisfaction.
1. Percentage of Employees Trained in Company Culture measure the understanding employees have of an organizations mission, core values, ethics, expectations, and goals. Measuring this KPI requires sending anonymous surveys to all employees, giving them the opportunity to answer questions about the company culture. The results will help management give further training when needed.
2. Employee Net Promoter Score (ENPS) measures employee loyalty and engagement with the organization. Measure ENPS by sending an anonymous survey asking: “On a scale of zero to ten, how likely are you to recommend this company as a place to work?”, “On a scale of zero to ten, how likely would you be to recommend this company’s products or services to a friend or colleague?” and finally ask “What’s the reason for the score you gave?” To figure the score
ENPS = % Promoters (9 or 10) - % Detractors (0-6). Anonymity gives the employees the opportunity for truth without fear of retribution.
3. Absenteeism Rate measures the amount of unscheduled absences. Calculate the absenteeism rate by determining the average number of days lost per employee. Perform calculations on a monthly, quarterly, bi-annual or annual basis. Leadership will quickly be able to see if there is a pattern and take proper measures to improve.
4. Turnover Rate measures the act of replacing an employee with a new employee. Turnover rate is the percentage of employees in the organization that leave during a certain period. Organizations can decide how often they wish to calculate the turnover rate.
All organizations want to promote an environment that promotes positivity, quality and satisfaction. Let’s get your organization to color outside the lines by tracking employee satisfaction today.