“I Feel Supported By Management” - United Flight Attendants Rate Their Bosses Via NPS
For many companies, NPS is the Holy Grail of CX metrics: the ultimate number that determines whether or not they are succeeding.
Now, employees are turning that metric back on the company as a way to give brutal real-time feedback and remind management that they are customers too.
Flight Attendants Unveil NPS Scores
It’s tough to work in the airline industry these days. Between staffing shortages, disgruntled and rude passengers and trouble reaching the crew scheduling desk, many employees are at the end of their rope. United Airlines flight attendants are taking matters into their own hands with the new FPS: Flight Attendant Promoter Score.
Every week, the Association of Flight Attendants union will survey flight attendants with five questions about the work environment and management on a scale from 0 (strongly disappointed) to 10 (highly satisfied). Questions include if the flight attendants feel supported by management, if their scheduling is timely and if they feel their contributions to the airline are valued. They’ll then share that number with United Airlines management to reflect their real-time thoughts on the company. The goal is to hold United accountable for how it says it will treat employees.
Along with the announcement of the new metric came the results of the first week’s FPS survey. And it doesn’t look good for United Airlines management. Flight attendants gave the company a negative 95%, meaning that for every 2.5 flight attendants who scored the company a 9 or 10, 97.5 rated it a 0-6.Employees Are Valuable Customers
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The FPS score might not be indicative of every United Airlines flight attendant’s views, but the scores cast a negative light on the company and how it treats its employees.
The link between employee experience and customer experience is unignorable. Multiple studies have shown that companies with a?strong employee experience?have better customer experience scores, which?leads to higher revenue. Engaged, empowered employees naturally provide better customer experiences.
Harvard Business Review?researchers?put it this way: “Any organization that has customer-facing employees should realize that they matter immensely to business success. They are not simply a cost to be minimized — as retail, call center and service employees are far too often thought of by executives — but potentially very high impact investments.”
The same researchers found that companies that move from the bottom quartile to the top quartile in employee experience can increase their revenue by more than 50%.
But it’s about more than just the bottom line. Employees are people and valuable customers of your business. Prioritizing their mental health, benefits and personal and professional development builds loyalty, creates strong bonds and is simply the most human thing to do.
As the push for transparency increases, employees are giving themselves a voice. United Airlines flight attendants show that they are willing to take matters into their own hands to make a change and improve their experience. And in doing so, they impact every customer on their planes.
Blake Morgan was called “The Queen of Customer Experience” by Meta. She is a keynote speaker, bestselling author and futurist. Sign up for her weekly email?here.
CTO I CIO I Coach I Mentor I Board Director I
2 年That is not NPS, not even close. It is simply an employee satisfaction survey nothing more. The scores are reflecting how the employees feel and clearly there is a huge problem but let's not confuse it with both the original intent of NPS and also what plays into an NPS outcome which cannot possibly be replicated with an internal employee survey.
VP, PR & Media Comms at BILT Incorporated
2 年Negative 95. Lots of room for improvement.
Data driven Customer Strategy Expert | CX ROI | Customer Success | Customer Service & Performance
2 年Wonder what would be the response of employees if they were asked “Do you think our customers would recommend us to their friends or family?” That would have been much more meaningful
Chief Experience Officer at billquiseng.com. Award-winning Customer CARE Expert, Keynote Speaker, and Blogger
2 年It's no wonder that?United Airlines?flight attendants rate their bosses poorly. There has been a stranglehold "Profits over People" mindset of?United Airlines?bosses. These executives care about top-line revenue, market share, bottom-line profits, and even their competitors, more than their people. Listening to the sweet cha-ching sound of profits, these bad bosses do not hear their grumbling employees and complaining passengers many hierarchical rungs below. So sad. I envision “People First” as the solid foundation for everlasting business success. Whether it’s the turmoil of the pandemic, Skimpflation, or The Great Resignation, businesses will invigorate the New Normal with the “People First” culture. No longer are people taking second or third seats to customers or profits.? Thank you for sharing,?Blake. I very much appreciate you. As you are always, Be GREAT out there!