An introduction to the Employee Relationship Quality (ERQ™) Assessment
If you truly wish to understand how committed your employees are to the future success of your company, and what value they deliver to your customers, then you need an Employee Relationship Quality (ERQ™) assessment – an in-depth examination of how your staff feel about their relationship with the organisation.
What is ERQ™?
So what will an ERQTM tell you?
To start with, our online assessments provide a holistic assessment of employee performance by examining all the fundamental elements that drive successful relationships between companies and their employees – elements such as Cooperation, Commitment and Trust.
Cooperation is a measure of the level of teamwork within a company. Commitment is a measure of the emotional attachment (pride and loyalty) that employees have, as well as a measure of the rational (rewards and opportunity). Trust is a measure of how fair and honest the senior management are perceived to be in the company.
In turn, these key elements of employee performance are driven by staff perception of Communication, Culture, Technology, Competence and Supervision within the company. These are the levers that management can pull to adjust and improve the overall levels of Trust and Commitment within an organisation.
Employee Segmentation
At the heart of our Employee Relationship Quality (ERQ™) assessments is a segmentation approach that identifies the percentage of Ambassadors and Rationals (your best and most productive staff) in the organisation, while also highlighting the proportion of poorer-performing staff – we call them Ambivalents, Fence Sitters and Opponents who typically deliver poor service to customers and may actually destroy relationships with key accounts.
The objective of this segmentation approach is not to identify under-performing individuals – our assessments are completely anonymous and confidential – but to highlight any underlying causes of disengagement and lack of commitment within the company.
Ambassadors
Rationals
Ambivalents
Fence Sitters
Opponents
Employee Net Promoter Score (NPS)
Our Employee Relationship Quality (ERQ™) methodology incorporates the internationally-recognised Employee Net Promoter Score (E-NPS)* benchmark.
Today, we measure and monitor ERQ and Employee NPS at account level for some of the world’s leading organisations.
How does it work?
The most effective intervention for an ERQ™ engagement is an annual census of all employees of the business. It is administered via an easy-to-complete, engaging online survey that quickly gets to the heart of what is and isn’t working well from each employee’s perspective.
Benefits
ERQ™ combines the benefits of a ‘traditional’ staff enagement survey with the ability to provide ‘180 degree feedback’ to help managers and team leaders understand and improve their performance, and appreciate the importance of staff engagement to harness the talent and skills of its people.
It provides business leaders with robust and actionable feedback on the issues facing staff – issues that need to be addressed in order to deliver the best possible service to customers.
The Chief Executive of a major Life Assurance company said:
“What really made the difference was their ability to make the staff assessment a practical tool for changing the way we engage with our people. They challenged us to be different. They challenged us to aim to be a Unique workplace.”
* Net Promoter® and NPS® are registered trademarks and Net Promoter SystemSM and Net Promoter ScoreSM are trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld
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