- Our workplace culture is essential to help us achieve our vision "To be Australia's most recommended digital agency."
- We use Employee Net Promoter Score (eNPS) to measure our team's happiness to understand the success of our culture and make adjustments as needed.
- Officevibe allows us to collect anonymous feedback from our team to continue improving our business, culture, and team happiness.
Our team culture directly impacts our company vision 🎉
Our company vision is "To be Australia's most recommended digital agency."
Two key metrics contribute to that vision: the happiness of our team and the happiness our clients.
We want all of our clients to be so stoked with their Excite Media experience that they recommend us to all of their friends and family.
At the same time, we also want all of our team members to recommend Excite Media to their friends and family as a great place to work.
Measuring our team’s happiness allows us to keep eyes on that goal and know exactly how we’re progressing towards our vision.
Side note: We measure our client happiness, too, but that’s an entirely different blog post.
Can you measure company culture? 🤏
- Coffee machine
- Ping pong
- Company values on the wall
- Team that talks to each other
A man named Bill Marklein coined the quote, “Culture is how employees’ hearts and stomachs feel about Monday morning on Sunday night.”
That quote has turned into a moment of its own on LinkedIn.
And it’s pretty accurate.
We define it as how likely our team members are to recommend Excite Media as a good place to work to a friend or family member.
We feel like this question sums up how well we’re doing with our workplace culture. Is it a good place to work? And is it good enough to recommend it to someone you care about?
Because, beyond office perks and fun events, good workplace culture comes back to just that: is it a good place to work?
We use Employee Net Promoter Score (eNPS)
Employee Net Promoter Score (eNPS) was created by a man called Fred Reichheld. He was a partner at Bain & Company, and he wanted to measure how well companies treated their team members.
It’s not a niche metric by any means. Most Fortune 500 companies use this score — it’s become a global standard.
So, how does it work?
You ask your team members, “How likely are you to recommend us as a place to work for your family and friends?”
They answer the question with a 0-10 rating. Their rating organises them into one of the following:
- Promoters (9-10)
- Passives (7-8)
- Detractors (0-6)
Now, the above feels pretty harsh.
You’d think 7 to 8 is a pretty good score and a 6 okay, too.
But if you think about how you rate experiences and businesses, people are typically pretty generous. You’ll give a 9 or 10 to something you’re happy with and a 7 or 8 to something that’s pretty much alright (that would probably be a 5, if we used the 1-10 rating correctly). As far as eNPS is concerned, 6 and 0 are the same. A rating, whether 0 or 6, isn’t great and it requires action regardless.
eNPS has factored in human psychology and how we actually use the 1-10 rating.
The score is then calculated from -100 to +100 🥅
The eNPS score is calculated by the percentage of promoters minus the percentage of detractors. The passives don’t come into play at all.
So, the score could sit anywhere from -100 to +100.
Our goal score for eNPS is 80. Scoring 80 would put us in the top 1% of all companies, according to Officevibe.
So, how do we get that metric? 🔺
Officevibe checks in with our team weekly ✅
Officevibe sends each of our team members a five-question survey each week. It cycles through a range of questions that give us insight into how we’re performing as a company, including questions around workload, management, and pay.
The golden question is cycled through occasionally so we can get frequent feedback on how we’re performing without over-asking the question.
These tools give us the insight to understand exactly how our culture is performing 🏌️♀️
Tips for getting started 👇
Find a tool you love to collect and measure feedback 🛠
Find a tool that you can use to survey your team. We love Officevibe because it automatically sends a weekly survey out to our team members. The day it sends is randomised to ensure our team’s anonymity and we can use it to collate the data and respond privately to any anonymous feedback.
Respond to feedback & take it seriously 💭
To make it work, it’s important that you take the feedback seriously. That means hearing out your team members if they have constructive feedback and taking the steps to implement necessary changes.
