Using Intelligent Employee Discovery Solutions to Improve Employee Net Promoter Score (eNPS)

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Today’s workforce has more options than ever before. Social media makes it easy to find new opportunities, and those who are active in professional organizations regularly receive unsolicited messages from recruiters. Low unemployment and a general trend towards shorter job tenure means many organizations spend time and money back filling critical positions — and the cost is astonishing. A study by the Society for Human Resource Management estimated that replacing an employee can cost between six and nine months’ pay. Another study by Dale Carnegie Training demonstrated that employee turnover costs American companies $11 billion per year.

The Importance of Employee Engagement

There are many reasons that employees resign their positions, and most can be grouped under a single heading: employee engagement. Engagement levels influence everything from company productivity and profitability to rates of turnover. Research shows that engaged workers are 87 percent less likely to leave the company, however just 30 percent of American workers are fully engaged in their jobs. Improving engagement levels — and related Employee Net Promoter Scores (eNPS) — can transform a business from average performer to industry-leader.


While the reasons for disengagement vary, there are several recurring themes:

  • Unmet job expectations due to recruiting errors or organizational change
  • Inferior technology and resources
  • Underutilization or overutilization of talent
  • Lack of recognition
  • Limited development and advancement opportunities
  • Poor management
  • Dysfunctional team or company culture
  • Incomplete communication
  • Inadequate compensation


While no individual solution can address all of these issues at once, advanced technology has made it possible to improve engagement and eNPS on multiple levels.

New Solutions for Employee Engagement and eNPS

Traditional company directories are often difficult to navigate. They lack the search functions necessary to locate colleagues without complete and properly spelled first and last names. As a result, employees cannot easily find a contact person in another department, and it is impossible to guess at the spelling of unusual names. In addition, these directories have limited information about the individuals listed, and the systems typically do not offer any additional features like company news, staff recognition, and helpful tools and resources.

New employee directory platforms have incorporated advanced technology to expand the capabilities of directory services. Today’s employee directories are specifically designed to impact the root causes of employee frustrations. Popular features include:

  • News and information tools that push communications out to staff members, ensuring all employees are up to date on important corporate data
  • Comprehensive corporate calendars that list team gatherings, volunteer opportunities, company events, upcoming holidays, and similar
  • Dynamic search functions that make it possible to locate colleagues across the organization, offering insight into who they have worked with and where
  • Data aggregation features that consolidate critical employee information into a single profile, noting talents, skills and abilities, as well as participation in special projects
  • Group message and discussion boards that permit employees to network with each other on topics of mutual interest
  • Advanced tools that offer employees the opportunity to examine what-if scenarios for corporate planning and resource management
  • Access to gamification and rewards for knowledge sharing, health and wellness activities, participation in the creation of a positive company culture, and recognition of exceptional performance


These platforms centralize the information and resources employees need, and they also make it make it possible for managers to create more meaningful opportunities for team members. For example, managers can use the data to improve development offerings, utilize talent appropriately in current roles, implement recognition programs and source candidates for internal promotion.


With all of these features working together, engagement and eNPS scores go up. Colleagues can find each other for networking purposes, as well as to enlist assistance in managing job responsibilities. Communication between individuals and departments improves, and silos come down, leading to a healthier, more collaborative company culture. The combined result is better eNPS, improved engagement and drastically reduced turnover.

Desperately Seeking: Work info on my phone!

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If your business is moving in the direction of other businesses, it is likely you allow some employees to telecommute, work hours outside the normal 8-to-5 shift and do business on their smartphones. There is also increasing likelihood that some portion of your workforce is traveling cross country or working globally. All this adds up to 24/7 work. Since the workforce is so mobile, it’s only natural employees want mobile access to corporate forms, information and training. Are you ready to meet their needs?

Getting an Attitude

The convergence of millennials and technology in the workforce is bringing change. Millennials want more control over their time and working style, and the availability of sophisticated technology is a major impetus. They want remote database access and self-service input, accessed via easy-to-use apps on mobile technology. Their attitude towards technology explains why telecommuting has risen to comprise 37 percent of U.S. workers, according to a Gallup poll.

Mobile technology is fairly new to the technology scene, but it is already well-embedded in the workplace. Once millennials fell in love with the flexibility smartphones offer for accessing information, they knew they could work from any location. It didn’t take long to ask employers for access to business information and systems via mobile technology.

Changing Technology Perspective

You can offer a customized employee application that gives your staff quick access to the information and forms that keep things running smoothly, like travel reports, corporate announcements, employee contact directory, health and wellness programs, project information, training and much more. An app increases productivity and efficiency, turns a tech convenience into an engagement tool and reduces the cost of communicating with employees.

The shifting perspective is driving a new generation of apps that increase productivity, promote employee work-life balance, make work information accessible 24/7, allow digital signatures for efficiency and integrate with backend data systems. The apps enable your employees to hone in on the desired information on an intranet, saving time that would have been spent doing complicated searches or ferreting out paperwork.

Remember All Your Employees

Every day, more employers are instituting a BYOD or Bring Your Own Device Policy to ensure employees can access enterprise data and systems, and that makes millennials quite happy. However, it is largely becoming a three-generation workforce, and 68 percent of all U.S. adults own a smartphone. Don’t overlook the fact that Baby Boomers and Gen X are technologically proficient also, and are enjoying the flexibility mobile technology is bringing to the workplace.

The Secret to Employee Happiness? Take a Pulse Survey…

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Here are some stats that might make your eyes water. According to Gallup’s State of the Global Workplace report, only 13 percent of employees worldwide are engaged and passionate about their work. The other 87 percent of employees — almost nine out of every ten — are just along for the ride. Some employees are so disengaged they can affect the bottom line, since employees who feel disconnected from their organization’s mission are more likely to quit; this situation pushes up recruiting costs and affects other business benchmarks such as absenteeism, productivity and customer retention.

It’s obvious, then, that employees must be engaged to be happy and productive. Here are a few things you should focus on to improve employee engagement.

What is Employee Engagement?

In simple terms, it’s getting up in the morning thinking, “Awesome! I’m going to work today, and I have some great ideas I’d like to share with the team. I’m looking forward to getting down to business and helping my co-workers finish up that project.”

Drilling down further, employee engagement is about:

  • Understanding what the organization is and what it wants to achieve.
  • Linking personal goals to the organization’s mission, so everyone is excited to follow the same road map.
  • Being included as a valuable member of the team.
  • Being given a real say in how the organization could do better.
  • Receiving regular and constructive feedback.

To clarify, engagement is not about making staff happy; however, if you take steps to boost engagement, you will discover happiness will generally follow the tide.

Why Should I Care?

If you care about the quality of your products, your brand’s reputation, retaining your customers and your ability to innovate, you should care about employee engagement — engagement is proven to drive all four factors.

How Do I Know Where I Stand?

Traditionally, companies have measured engagement through an annual paper survey circulated to the entire organization. Assuming truthful responses, this type of survey can give a reliable snapshot of how engaged workers perceive themselves to be, but that perception is limited to one specific moment in time, and it doesn’t pull the levers for Millennials who perform nearly all their work on mobile devices.

Now you can add a range of tech-based tools to your arsenal, using mobile apps to capture feedback and ensure engagement levels can be continuously assessed in real time.

Stop Trying to Hit Me, and Hit Me!

The new go-to for measuring employee engagement is the pulse survey. The idea behind a pulse survey is that HR asks strategic, engagement-related questions via the company Intranet at regular intervals, usually every few weeks. With a pulse survey, employees can quickly give feedback on how things are going or cast a vote on what should happen next.

Benefits include:

  • Fast, web-based, mobile-optimized pulse surveys can give you a real-time read on the health of your department, project or team, with dashboards to help you analyze and report on data.
  • You can drill down into results at the local level and take action to fix problems before they become entrenched.
  • Pulse surveys encourage feedback, which is a powerful employee relation strategy.
  • Technology can accommodate smartphones and the trend toward Bring Your Own Device (BYOD), which increases the survey completion rate.

With the right technology, pulse surveys can dramatically increase the timeline from survey creation to data delivery. Employees feel more engaged when they know someone is paying attention to them and taking action now, not at some unspecified point in the future. Mobile apps allow for real-time feedback, which in turn can boost engagement levels since managers can give employees precisely what they need to succeed.