Very few companies can achieve or sustain high customer loyalty without a cadre of loyal, inspired employees. Inspired employees are enthusiastic about their work and their company. Their enthusiasm is contagious and rubs off onto other employees and customers. Employee promoters power strong business performance because they provide better experiences for customers, approach the job with energy—which enhances productivity— and come up with creative and innovative ideas for product, process, and service improvements.
In short, engaged employees play a vital role in creating customer promoters.
Leaders, therefore, have good reason to want to earn the enthusiastic loyalty of their employees. This means understanding employee inspiration levels and how to improve them. The traditional once-a-year employee survey process, however, simply doesn't meet the needs of most companies.
As a result, Net Promoter practitioners have developed an approach to employee inspiration based on the Net Promoter System itself. They identify and strive to improve workplace characteristics that support an energetic, enthusiastic, and creative workforce ready to earn customer loyalty. To reinforce the culture provided by the Net Promoter System, they align their approach to collecting and acting on employee feedback. They explicitly tie together their customer system and their employee Net Promoter System by measuring Net Promoter Score and employee NPS (or eNPS).