How do you track and improve your NPS score over time and across different segments of your workforce?

1 Set a baseline and a goal

Before you can track and improve your NPS score, you need to establish a baseline and a goal. A baseline is the current average NPS score of your entire workforce, based on a survey that asks them how likely they are to recommend your company on a scale of 0 to 10. A goal is the desired NPS score that you want to achieve in a given period, such as a quarter or a year. You can set your goal based on industry benchmarks, best practices, or your own vision.

2 Segment your workforce

To get a deeper insight into your NPS score, you need to segment your workforce into different groups based on relevant criteria, such as department, role, location, tenure, or performance. By segmenting your workforce, you can compare and contrast the NPS scores of different groups, and identify the drivers and detractors of each segment. You can also tailor your communication, feedback, and action plans to address the specific needs and expectations of each segment.

3 Track your progress

To track your progress, you need to measure your NPS score regularly and consistently. You can use various tools and platforms to automate and simplify the process of sending surveys, collecting responses, and analyzing data. You can also use dashboards and reports to visualize and share your NPS score and trends with your stakeholders. You should track your NPS score at least once a quarter, but you can also do it more frequently, such as monthly or weekly, depending on your goals and resources.

4 Act on your feedback

To improve your NPS score, you need to act on the feedback that you receive from your employees. You should thank them for their participation, acknowledge their opinions, and follow up with them on the actions that you are taking to address their concerns or suggestions. You should also prioritize the most critical and impactful issues that affect your NPS score, and implement solutions that are aligned with your goals and values. You should also monitor the impact of your actions on your NPS score and adjust your strategy accordingly.

5 Engage your employees

To sustain and enhance your NPS score, you need to engage your employees throughout the process. You should communicate the purpose and benefits of NPS to your employees, and involve them in setting goals and expectations. You should also solicit their input and feedback on various aspects of your company, such as culture, leadership, benefits, or recognition. You should also celebrate and reward your employees for their achievements, contributions, and referrals, and foster a culture of appreciation and recognition.

6 Learn and improve

To optimize your NPS score, you need to learn and improve from your experience. You should review and evaluate your NPS results and actions, and identify what worked well and what didn't. You should also seek best practices and insights from other companies or experts in your industry or field, and benchmark your NPS score against them. You should also experiment with new ideas and initiatives to boost your NPS score, and test and measure their effectiveness.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?