1. Employee NPS
Leanne Taylor

2. The Employee NPS Questionnaire

3. NPS
The Net Promoter Score consists of asking participants “On a scale of 0 to 10, how likely are you to recommend IRT to family and friends?”
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Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.

4. Employee NPS
The ENPS is not a measure of satisfaction or job happiness
It is a measure of the likelihood of one of our employees to recommend IRT as a place to work
Residential Care and Community Services NPS surveys close end of November 2010
Comments are progressively received
Action on comments is paramount

5. Sampling
Every three months a selection of IRT employees will be sent the questionnaire. Each employee will only be selected one in a 12 month period
A list of all employees was obtained and 460 were randomly selected through a random number generator
14 descriptors were also included to gain insight into what makes IRT employees recommend us
Length of service was also requested to see if time served affected the NPS given

6. Customer NPS
IRT’s Self Care Customer NPS uses the same sampling method, but there is only the one question and it is asked by phone.
This is supplemented by a paper survey once every two years to all Self Care residents.
The target for our Customer NPS is 66%.

7. ENPS Results Response rate for IRT’s first ENPS result was:
It will take a full year of sampling to get a true picture of where we are performing and to set a benchmark NPS %
Length of service showed no affect on the NPS recorded
Surveys
Sent out
460
# Returned
108
% Returned
23.5

8. Analysis of Results Promoters –
Highest ranking descriptors were: rewarding, enjoyable and caring
Next ranking descriptors were: respectful and caring
Lowest ranking descriptors were: exhausting and stressful.

9. Analysis of Results Detractors:
Highest ranking descriptors were: stressful, exhausting, unsupportive and unappreciative
(these were also the highest scoring –ve descriptors from the Promoters)
Next ranked descriptors were: rewarding, controlling, caring, uninspiring

10. Quadrant Analysis 2. Opportunities for Improvement
1. Service Strengths
3. Lower Priorities
4. Overkill?

11. Other Unsolicited Comments Received
Lack of Perceived Leadership
Lack of direction and support
Stress and anxiety resulting from restructure
Concern that restructure is an IRT cost cutting exercise
Organisation becoming too “Corporate”
Understaffed
Poorly paid

12. Where to from here? Senior Coordinators have a role to play in:
Work prioritisation within the team
Endeavouring to fill rosters so staff don’t work short
Encouraging staff to attend training
Helping staff understand reasons behind workplace change