The Feasibility of Using Net Promoter Score to Measure Real-Time Employee Engagement

Abstract

This study aims to determine the feasibility of using a digital tool and net promoter scores to measure real-time employee engagement. Participation rates with the digital tool had a statistically significant improvement when teams were able to see their engagement score in real time. The team's interaction with the digital tool may have served as a positive distraction during the pandemic.

The Net Promoter Score interrogated through a services marketing lens: Review and recommendations for service organizations

“…Indeed, we are also increasingly seeing NPS applied outside the realm of surveying customers and beyond that of the commercial services sector. For example, the healthcare sector is applying NPS to patient surveys (Adams et al, 2022), organizations are using NPS to gauge employee engagement (Stanbery et al, 2023), and businesses are linking internal reward structures to NPS responses (Byrne, 2015). Thus, applications of NPS are proliferating outside the context for which it was created.…”

Exploring the impact of integrating problem based learning and agile in the classroom on enhancing professional competence

“…This study will use the NPS based on peer assessment to evaluate occupational competence. Stanbery et al [ 38 ] also examined the feasibility of using NPS to measure real-time employee engagement, which differs from the past application of NPS that only measures satisfaction. This innovative idea not only gives a new perspective on NPS but also has potential applications in the development of professional skills in education.…”