E  EMPLOYEE PERCEPTIONS

SURVEY

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The E   Employee Survey uniquely explores the employee experience with three distinct but integrated components.  Each of the three modules is reported individually, and collectively, with independent and combined scores for dashboards and ongoing measurement. 

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Employee Net

Promoter Score

Employee Job Satisfaction

Escalator

Factors

Customer / Member Loyalty

 
EMPLOYEE NET PROMOTER SCORE ASSESSMENT

The Employee Net Promoter Score (ENPS), assesses likelihood to recommend the credit union as a place to work on a 0-10 scale, and supporting rationale.  This provides the most global, unfiltered view of the employee experience, and without any question bias.

 
EMPLOYEE JOB SATISFACTION ASSESSMENT

The following charts reflect the second component, employee job satisfaction (JS), along a proven, nine-factor model that compares results with employers nationwide.

 
ESCALATOR FACTORS™ ASSESSMENT

This third component (thus the E  name) explores employees’ perceptions of the organization and its performance on 40 key indexes built around GCS’ unique and proven Escalator Model™ of organizational success.  This module explores performance and importance ratings in aspects of each of the four Escalator Factors™: Focus, Employee Engagement, Member Experience, and Relevant Distinction.

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Focus drives execution of purpose and fuels Employee Engagement, which creates and delivers the Customer/Member Experience, which drives financial performance, organic growth and supports Relevant Distinction, which provides meaningful differentiation to stand above the competition.

 
KEY DRIVERS OF Perceived
customer / MEMBER LOYALTY

GCS has developed an index of the key drivers of member loyalty.  Neil Goldman’s doctorate research in financial institution loyalty also led to the understanding that nine key factors can be used to explain nearly all member advocacy and detraction.  The survey allows employees to give you their indexing on the organization’s competitiveness on each of these nine factors.