I see it's been a few years since this thread; however, we have been using the NPS for our employees for over a year now. We did take the "friend" word out for many of the reasons mentioned above. We also have added a few questions by category, such as benefits/compensation; supervision/managment, etc. that will help us determine action plans speicific to the areas that may garner lower NPS scores.
Unfortunately, we have found that there are thousands of qualitative comments that must be read through and analyzed to create a hierarchy of themes so that we can understand why people are scoring the general NPS and the additional questions in a certain way. It is very time consuming and could be rater/analyst biased, but at this time it is our only alternative.
We now want to begin to use the NPS for internal service departments. Does anyone have any experience in this?
Thank you.
