3. Measure in the right way
Although a Net Promotor Score (NPS) is typically used to measure customer experience, this metric doesn't work well internally. Employee experiences need their own metrics and KPIs.
As part of our work with one of the world's largest hedge funds, we're defining specific metrics and KPIs within several pivotal employee journeys including hiring and onboarding. When looking at how to break down satisfaction into specifics – e.g., time to respond to a request or the simplicity of a process – you should think about what's realistic to expect today, tomorrow, and in the future.
Plus, using sophisticated measurement capabilities, teams can drill down into issues that may cause, or are causing, poor experiences, and act accordingly.