Employee Net Promoter Score (eNPS) for transportation employees

This measure calculates employee Net Promoter Score (eNPS) for transportation employees. The Employee Net Promoter Score (eNPS) is a tool used to measure employee loyalty. Specifically, it asks employees to indicate on a scale from 0-10 the extent to which they would recommend their workplace to a friend or colleague. Based on the scores they assign to this question, employees are placed into one of three categories: Detractors (score 0-6), Passives (score 7-8), and Promoters (score 9-10). This Supplemental Information measure is intended to help companies evaluate additional variables related to the function "Market and Sell Products and Services".

Benchmark Data

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Measure Category:
Supplemental Information
Measure ID:
108952
Total Sample Size:
1,118 All Companies
Performers:
25th Median 75th
- - -
Key Performance Indicator:
Yes

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Compute this Measure

Units for this measure are NPS.

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Net Promoter Score for transportation employees

Key Terms

There are no key terms associated with this measure.
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Measure Scope

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Cross Industry (7.3.1)

  • 3.1 - Understand markets, customers, and capabilities (10101)
    • 3.1.1 - Perform customer and market intelligence analysis (10106)
      • 3.1.1.1 - Conduct customer and market research (10108)
        • 3.1.1.1.1 - Understand consumer needs and historical behaviors (10114)
        • 3.1.1.1.2 - Predict customer purchasing behavior (21424)
      • 3.1.1.2 - Identify market segments (10109)
        • 3.1.1.2.1 - Determine market share gain/loss (10115)
      • 3.1.1.3 - Analyze market and industry trends (10110)
      • 3.1.1.4 - Analyze competing organizations, competitive/substitute products/services (10111)
      • 3.1.1.5 - Evaluate existing products/services (10112)
      • 3.1.1.6 - Assess internal and external business environment (10113)
    • 3.1.2 - Evaluate and prioritize market opportunities (10107)
      • 3.1.2.1 - Quantify market opportunities (10116)
      • 3.1.2.2 - Determine target segments (10117)
        • 3.1.2.2.1 - Identify under-served and saturated market segments (18941)
      • 3.1.2.3 - Prioritize opportunities consistent with capabilities and overall business strategy (10118)
      • 3.1.2.4 - Validate opportunities (10119)
        • 3.1.2.4.1 - Test with customers/consumers (10120)
        • 3.1.2.4.2 - Confirm internal capabilities (10121)
  • 3.2 - Develop marketing strategy (10102)
    • 3.2.1 - Define offering and customer value proposition (11168)
      • 3.2.1.1 - Define offering and positioning (11169)
      • 3.2.1.2 - Develop value proposition including brand positioning for target segments (11170)
      • 3.2.1.3 - Validate value proposition with target segments (11171)
      • 3.2.1.4 - Develop new branding (11172)
    • 3.2.2 - Define pricing strategy (10123)
      • 3.2.2.1 - Conduct pricing analysis (13169)
      • 3.2.2.2 - Establish guidelines for applying pricing and discounting of products/services (10124)
      • 3.2.2.3 - Establish pricing targets (19999)
      • 3.2.2.4 - Approve pricing strategies/policies and targets (10125)
    • 3.2.3 - Define and manage channel strategy (20000)
      • 3.2.3.1 - Determine channels to be supported (20001)
      • 3.2.3.2 - Establish channel objectives (20002)
      • 3.2.3.3 - Determine channel role and fit with target segments (10127)
      • 3.2.3.4 - Select channels for target segments (10128)
      • 3.2.3.5 - Identify required channel capabilities (20003)
      • 3.2.3.6 - Evaluate channel attributes and potential partners (10126)
      • 3.2.3.7 - Orchestrate seamless customer experience across supported channels (20004)
        • 3.2.3.7.1 - Define omni-channel strategy (16590)
        • 3.2.3.7.2 - Define omni-channel requirements (16591)
        • 3.2.3.7.3 - Develop omni-channel policies and procedures (16592)
      • 3.2.3.8 - Develop and manage execution roadmap (20005)
    • 3.2.4 - Analyze and manage channel performance (20006)
      • 3.2.4.1 - Establish channel-specific measures and targets (16573)
      • 3.2.4.2 - Monitor and report performance (16574)
      • 3.2.4.3 - Monitor and report events influencing factors (16575)
      • 3.2.4.4 - Analyze channel performance (16500)
      • 3.2.4.5 - Develop plan for channel improvements (16501)
    • 3.2.5 - Develop marketing communication strategy (16848)
      • 3.2.5.1 - Develop customer communication calendar (16849)
      • 3.2.5.2 - Define public relations (PR) strategy (16850)
      • 3.2.5.3 - Define direct marketing strategy (16851)
      • 3.2.5.4 - Define internal marketing communication strategy (16852)
      • 3.2.5.5 - Identify new media for marketing communication (16853)
      • 3.2.5.6 - Define new media communication strategy (16854)
      • 3.2.5.7 - Define point of sale (POS) communication strategy (16855)
      • 3.2.5.8 - Define communication guidelines and mechanisms (18627)
    • 3.2.6 - Design and manage customer loyalty program (18924)
      • 3.2.6.1 - Define customer loyalty program (20007)
      • 3.2.6.2 - Acquire members to customer loyalty program (18925)
      • 3.2.6.3 - Build engagement and relationship with members (18926)
      • 3.2.6.4 - Monitor customer loyalty program benefits to the enterprise and the customer (16633)
      • 3.2.6.5 - Optimize loyalty program value to both the enterprise and the customer (18927)
  • 3.3 - Develop and manage marketing plans (20008)
    • 3.3.1 - Establish goals, objectives, and measures for products/services by channel/segment (10148)
    • 3.3.2 - Establish marketing budgets (10149)
      • 3.3.2.1 - Confirm marketing alignment to business strategy (10155)
      • 3.3.2.2 - Determine costs of marketing (10156)
      • 3.3.2.3 - Create marketing budget (10157)
      • 3.3.2.4 - Determine projected ROI for marketing investment (17683)
    • 3.3.3 - Develop and manage pricing (20593)
      • 3.3.3.1 - Understand resource requirements for each product/service and delivery channel/method (20009)
      • 3.3.3.2 - Determine corporate incentives (18948)
      • 3.3.3.3 - Determine pricing based on volume/unit forecast (10163)
      • 3.3.3.4 - Execute pricing plan (10164)
      • 3.3.3.5 - Evaluate pricing performance (10165)
      • 3.3.3.6 - Refine pricing as needed (10166)
      • 3.3.3.7 - Implement promotional pricing programs (11495)
      • 3.3.3.8 - Implement other retail pricing programs (11496)
      • 3.3.3.9 - Communicate and implement price changes (11497)
      • 3.3.3.10 - Achieve regulatory approval for pricing (17684)
    • 3.3.4 - Develop and manage promotional activities (20010)
      • 3.3.4.1 - Define promotional concepts and objectives (10167)
      • 3.3.4.2 - Develop marketing messages (10159)
      • 3.3.4.3 - Define target audience (10160)
      • 3.3.4.4 - Plan and test promotional activities (10168)
      • 3.3.4.5 - Execute promotional activities (10169)
      • 3.3.4.6 - Evaluate promotional performance metrics (10170)
      • 3.3.4.7 - Refine promotional performance metrics (10171)
      • 3.3.4.8 - Incorporate learning into future/planned consumer promotions (10172)
    • 3.3.5 - Track customer management measures (10153)
      • 3.3.5.1 - Determine customer lifetime value (10173)
      • 3.3.5.2 - Analyze customer revenue trend (10174)
      • 3.3.5.3 - Analyze customer attrition and retention rates (10175)
      • 3.3.5.4 - Analyze customer metrics (10176)
      • 3.3.5.5 - Revise customer strategies, objectives, and plans based on metrics (10177)
    • 3.3.6 - Analyze and respond to customer insight (16613)
      • 3.3.6.1 - Monitor and respond to social media activity (16627)
      • 3.3.6.2 - Analyze customer website activity (16614)
      • 3.3.6.3 - Analyze customer purchase patterns (16615)
      • 3.3.6.4 - Develop business rules to provide personalized offers (16616)
      • 3.3.6.5 - Monitor effectiveness of personalized offers and adjust offers accordingly (16617)
    • 3.3.7 - Develop and manage packaging strategy (10154)
      • 3.3.7.1 - Plan packaging strategy (10178)
      • 3.3.7.2 - Test packaging options (10179)
      • 3.3.7.3 - Execute packaging strategy (10180)
      • 3.3.7.4 - Refine packaging (10181)
    • 3.3.8 - Develop go-to-market strategy (21425)
    • 3.3.9 - Manage product marketing content (16629)
      • 3.3.9.1 - Manage product images (16630)
      • 3.3.9.2 - Manage product copy (18130)
  • 3.4 - Develop sales strategy (10103)
    • 3.4.1 - Develop sales forecast (10129)
      • 3.4.1.1 - Gather current and historic order information (10134)
      • 3.4.1.2 - Analyze sales trends and patterns (10135)
      • 3.4.1.3 - Generate sales forecast (10136)
      • 3.4.1.4 - Analyze historical and planned promotions and events (10137)
    • 3.4.2 - Develop sales partner/alliance relationships (10130)
      • 3.4.2.1 - Identify alliance opportunities (10138)
      • 3.4.2.2 - Design alliance programs and methods for selecting and managing relationships (10139)
      • 3.4.2.3 - Select alliances (10140)
      • 3.4.2.4 - Develop customer trade strategy and customer objectives/targets (11465)
      • 3.4.2.5 - Define trade programs and funding options (11521)
      • 3.4.2.6 - Conduct planning activities for major trade customers (11466)
      • 3.4.2.7 - Develop partner and alliance management strategies (10141)
      • 3.4.2.8 - Establish partner and alliance management goals (10142)
      • 3.4.2.9 - Establish partner and alliance agreements (18629)
      • 3.4.2.10 - Develop promotional and category management calendars (trade marketing calendars) (11522)
      • 3.4.2.11 - Create strategic and tactical sales plans by customer (11523)
      • 3.4.2.12 - Communicate planning information to customer teams (11468)
    • 3.4.3 - Establish overall sales budgets (10131)
      • 3.4.3.1 - Calculate product market share (17682)
      • 3.4.3.2 - Calculate product revenue (10143)
      • 3.4.3.3 - Determine variable costs (10144)
      • 3.4.3.4 - Determine overhead and fixed costs (10145)
      • 3.4.3.5 - Calculate net profit (10146)
      • 3.4.3.6 - Create budget (10147)
    • 3.4.4 - Establish sales goals and measures (10132)
    • 3.4.5 - Establish customer management measures (10133)
  • 3.5 - Develop and manage sales plans (10105)
    • 3.5.1 - Manage leads/opportunities (10182)
      • 3.5.1.1 - Identify potential customers (10188)
      • 3.5.1.2 - Identify/receive leads/opportunities (10189)
      • 3.5.1.3 - Validate and qualify leads/opportunities (18115)
      • 3.5.1.4 - Match opportunities to business strategy (11773)
      • 3.5.1.5 - Develop opportunity win plans (18116)
      • 3.5.1.6 - Manage opportunity pipeline (20011)
      • 3.5.1.7 - Determine sales resource allocation (10209)
      • 3.5.1.8 - Manage customer sales calls (10184)
        • 3.5.1.8.1 - Perform sales calls (10190)
        • 3.5.1.8.2 - Perform pre-sales activities (10191)
        • 3.5.1.8.3 - Manage customer meetings/workshops (20012)
        • 3.5.1.8.4 - Close the sale (10192)
        • 3.5.1.8.5 - Record outcome of sales process (10193)
    • 3.5.2 - Manage customers and accounts (10183)
      • 3.5.2.1 - Select key customers/accounts (20013)
      • 3.5.2.2 - Develop sales/key account plan (11173)
      • 3.5.2.3 - Manage sales/key account plan (20014)
      • 3.5.2.4 - Manage customer relationships (11174)
      • 3.5.2.5 - Manage customer master data (14208)
        • 3.5.2.5.1 - Collect and merge internal and third-party customer information (16598)
        • 3.5.2.5.2 - De-duplicate customer data (16599)
    • 3.5.3 - Develop and manage sales proposals, bids, and quotes (11779)
      • 3.5.3.1 - Receive Request For Proposal (RFP)/Request For Quote (RFQ) (11781)
      • 3.5.3.2 - Refine customer requirements (11780)
      • 3.5.3.3 - Review RFP/RFQ request (11782)
      • 3.5.3.4 - Perform competitive analysis (11783)
      • 3.5.3.5 - Validate with strategy/business plans (11784)
      • 3.5.3.6 - Understand customer business and requirements (11785)
      • 3.5.3.7 - Develop solution and delivery approach (20015)
      • 3.5.3.8 - Identify staffing requirements (11787)
      • 3.5.3.9 - Develop pricing and scheduling estimates (11788)
      • 3.5.3.10 - Conduct profitability analysis (11789)
      • 3.5.3.11 - Manage internal reviews (20016)
      • 3.5.3.12 - Manage internal approvals (20017)
      • 3.5.3.13 - Submit/present bid/proposal/quote to customer (11790)
      • 3.5.3.14 - Revise bid/proposal/quote (20018)
      • 3.5.3.15 - Manage notification outcome (11793)
    • 3.5.4 - Manage sales orders (10185)
      • 3.5.4.1 - Accept and validate sales orders (10194)
      • 3.5.4.2 - Collect and maintain account information (10195)
        • 3.5.4.2.1 - Administer key account details (10201)
        • 3.5.4.2.2 - Retrieve full customer details (10202)
        • 3.5.4.2.3 - Modify involved party details (10203)
        • 3.5.4.2.4 - Record address details (10204)
        • 3.5.4.2.5 - Record contact details (10205)
        • 3.5.4.2.6 - Record key customer communication profile details (10206)
        • 3.5.4.2.7 - Review involved party information (10207)
        • 3.5.4.2.8 - Terminate involved party information (10208)
      • 3.5.4.3 - Determine availability (10196)
      • 3.5.4.4 - Determine fulfillment process (10197)
      • 3.5.4.5 - Enter orders into system (10198)
      • 3.5.4.6 - Identify/perform cross-sell/up-sell activity (17404)
      • 3.5.4.7 - Process back orders and updates (10199)
      • 3.5.4.8 - Handle sales order inquiries including post-order fulfillment transactions (10200)
    • 3.5.5 - Manage sales partners and alliances (10187)
      • 3.5.5.1 - Provide sales and product/service training to sales partners/alliances (10211)
        • 3.5.5.1.1 - Provide certification enablement training (20019)
        • 3.5.5.1.2 - Manage certifications and skills (20020)
        • 3.5.5.1.3 - Provide support to partners/alliances (20021)
      • 3.5.5.2 - Provide marketing materials to sales partners/alliances (18641)
      • 3.5.5.3 - Evaluate partner/alliance results (10214)
      • 3.5.5.4 - Manage sales partner/alliance master data (14209)
    • 3.5.6 - Manage sales workforce (21426)
    • 3.5.7 - Perform sales at physical outlets (21427)
    • 3.5.8 - Perform field sales (21428)
    • 3.5.9 - Perform digital sales (21429)