- United Airlines flight attendants created their own version of NPS. Flight Attendant Promoter Score (FPS) shows their thoughts on management.
- Employee experience is the basis of customer experience and leads to strong revenue growth.
- Employees are valuable customers and are giving themselves a voice to show their frustrations.
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 have the opportunity to provide feedback on the following statements:
- I feel my contributions to our airline are valued
- I am able to trade my pairings/Reserve days with open time/pool
- I feel supported by management
- My contact with crew scheduling is timely and my issues are resolved
- Management is responsive to my needs during irregular operations