Retrospective Toolbox – employee Net Promoter Score

In Agile, Agile Teams from Forming to Performing, Book, Change, Forming Agile Teams, Inspiring, Leadership, Retrospectives, Scrum Master by chuzzeteLeave a Comment

It’s been already a year, since I started working with this client in an organizational change through Agile, and when looking into what we have accomplished regarding the following Agile principle:

Build projects around motivated individuals. Give them the environment and support they need, and trust them to get the job done.

we realized that there wasn’t enough information to validate how all organizational changes that were made has impacted people’s engagement, loyalty, enthusiasm and creativity at work.

Based on that, I have started experimenting with something extremely simple called the employee Net Promoter Score or eNPS, to get team members answer the following question:

How likely would you be to recommend this team to a colleague or friend?

The intention

  1. Get the team to talk about how they fell about being part of the team/organization and ignite conversations around it, that might help them continue improving, increase motivation, loyalty and engagement at the work place.
  2. Get some data to potentially correlate team’s satisfaction with organizational changes that were made in specific moments of a given time frame.
  3. Help organizations to “systematically search out those forms of employee engagement that have the biggest potential impact on customer loyalty”.
  4. Help leaders identify and strive to improve workplace characteristics that support high employee loyalty.

About the experiment

I proposed to three(3) teams, to run the following eNPS retrospective, as an experiment to increase team members engagement, loyalty and help them take concrete actions to continue improving workplace characteristics.

ENPS’s retrospective playbook

  1. Set the stage: share your intention with the team, explain what an eNPS is all about and why do you think it could be at use for the team to increase engagement and help the company improve workplace characteristics that would support what they do.
  2. Gather data: ask team members to individually write down in a post-it note, with a score ranging from 0 (not at all likely) to 10 (extremely likely). Then, ask them to share their scores with their partners by posting it in a wall where their scorewill fall into three categories based on their ratings:
    · 9-10 – Promoters
    · 7-8 – Neutral
    · 0-6 – DetractorsThen proceed to calculate eNPS with this simple equation:

    eNPS = % Promoters – % Detractors (you can also do it online)

    Your eNPS will be on a scale of -100 to +100. (Companies often miscalculate by subtracting the number of promoters from the number of detractors or by just averaging out the responses. Don’t fall into either of those traps).

    Once you do that calculation, you have a high-level understanding of the overall happiness of your workforce.

  • Generate insides:
    • Help your team understand eNPS score by sharing them these:
      • If eNPS is negative, team members on average are detractive. A negative eNPS likely means you’ve got team members engagement problems as significant as the score is negative.
      • If eNPS is positive, your team is promotive. The higher the score, the more likely your team members base it to encourage their friends to join the team, company, and to feel fully committed to the company and fulfilled by their work.

      Now invite team members use their curiosity to get insides out of the scores shared by their colleagues. Debrief with the team and listen carefully to what is being said. Then ask then the following question:

      Once they have all answered the question above, invite them to answer a second question:

      • Given that after answering the first question you might understand why the score is the way it is, what do think you can do about it?
  • Now invite team members use their curiosity to get insides out of the scores shared by their colleagues. Debrief with the team and listen carefully to what is being said. Then ask then the following question:

    Once they have all answered the question above, invite them to answer a second question:

    • Given that after answering the first question you might understand why the score is the way it is, what do think you can do about it?
  • Decide what to do: Invite team members decide which actions the team would do to improve their eNPS within the following cycle (I would try a 3 month cycle and see how it goes).
  • Close retrospective: Get feedback by asking team members to provide you with their ROTI for the retrospective.
  • Share results with managers and stakeholders : Invite the team to share eNPS results with managers and stakeholders, as a way to enable change and help the organization to continue improving workplace characteristics.
  • Follow up on action items. Help the team with following up on their actions to enable improvement at the workplace.

Trans-forming though of the week

Asking employees about their level of engagement at work, requires a lot of courage and openness for leaders at the workplace. Given that, what you have done to help leaders find courage to fight their fears and help their employees to be motivated? What is holding you up?

I wish you have enjoyed my story but I’m curious to know about yours.
Take action

Did you like what I wrote and you want to see more?

Here some options that I propose you:

  1. Support my writing by getting a copy of my book Forming Agile Teams
  2. Encourage me to keep writing the second workbook of the Agile teams from forming to performing called “Storming Agile Teams“.
  3. Register to my upcoming working “Facilitating Agile Retrospectives“.

All the best,

Jesus

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