What is your voice of customer approach to measure satisfaction with HR services delivered?  We are exploring eNPS concept at present, and very interested in any experiences of using this metric with internal HR customers (employees, managers, senior leaders).

To measure satisfaction with HR services, you can use various approaches such as employee surveys, Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Employee Satisfaction Rate. I have used CSAT.

Employee surveys can be designed to gather feedback on access and availability, quality of service, communication, programs and services, additional services, benefits services, consultative services, and selection services

NPS and CSAT are also valuable tools for measuring the customer experience of internal HR services

The Employee Satisfaction Rate is a percentage of employees satisfied with HR and is a process efficiency measure intended to help companies minimise waste and refine resource consumption related to HR

For a more detailed understanding, you can use a combination of these approaches to gather comprehensive feedback on various aspects of HR services, enabling you to identify areas for improvement and drive positive change in the organisation.

If you want to measure satisfaction with HR services, you can use employee surveys, Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Employee Satisfaction Rate. These approaches can provide valuable insights into the satisfaction levels of employees with the HR services delivered.

The eNPS is a powerful tool used to measure and improve employee satisfaction and engagement. It is calculated based on a single question: "How likely are you to recommend us as a place to work for your family and friends?"

Employees respond on a scale of 0-10, with 9-10 being promoters, 7-8 being passives, and 0-6 being detractors. The eNPS is calculated by subtracting the percentage of detractors from the percentage of promoters.

A good score is typically between 10 and 30, and a score of 30 or greater is considered excellent

The eNPS can help HR teams understand employee engagement levels quickly and take immediate action to address any areas for improvement. It is an easy-to-use metric that typically yields high participation rates due to its simplicity

By regularly measuring eNPS and taking action to address areas for improvement, HR can help improve employee engagement and satisfaction, leading to improved retention, productivity, and business outcomes

In addition to eNPS, organisations can also explore other methods to measure employee satisfaction, such as the Trust Index Survey, which provides a more comprehensive understanding of the employee experience over a variety of statements and focus areas
I hope this long lengthy message helps. Feel free to reach out.

We currently are developing and launching an NPS for HR/Recruiting through our TenStreet application to better gauge cradle to grave experience for the employee life cycle.

As of now, we are doing eNPS for the entire set of employees and one-on-one discussions with all the key stakeholders to understand their satisfaction level with various HR interventions.