A recent article by Volker Jacobs published on the AIHR Academy blog posed the question of whether enough businesses are measuring the so-called ‘customer experience’ of HR – also referred to as human resource customer service metrics.

By now, we all know that talent recognition is an investment for tomorrow. However, when it comes to delivering on moments that matter (AKA headhunting, the onboarding process, promotions, exit interviews), not all companies are leveraging these opportunities to improve employee engagement equally. 

So, where to start? As always, it helps to know where you’re coming from to plot out what you need to do to get where you want to be. Here are three crucial human resource customer service metrics that are worth measuring in 2021 and beyond:

Human Resource Customer Service Metrics Innovative Companies are Measuring in 2021


Customer satisfaction, or CSAT, is defined as a person’s cognitive evaluation as an experience they have with a given business. As such, it is based on a comparison between how a customer expected an interaction to go and the way it actually went. If this comparison yields a positive outcome, it leads to improved satisfaction levels. 

In the same way, if the experiences of existing, prospective, and departing employees can be measured and compared at vital touchpoints along their employment journey, these opportunities for engagement can be optimized.

2. eNPS

A company’s net promoter score, or NPS, is a term used to describe the likelihood that its goods or services will be recommended to the friends, family, and acquaintances of their existing clientele. Some researchers argue that this yardstick is a bit more intuitive than the CSAT and therefore prefer to use it instead. 

eNPS refers to the employee net promoter score, i.e., the likelihood that they would recommend your company as a good place to work. It works by asking every employee to give a score between 0 and 10 (0 being very unlikely to recommend, 10 being very likely). 

  • Scores of between 0 – 6 are seen as ‘detractors’ – people who are very unhappy with their experience and can damage your employer brand.
  • Scores of between 7 – 8 are seen as passive – they are somewhat satisfied but not very enthusiastic.
  • Scores of between 9 – 10 are seen as ‘promoters’ – these are loyal brand enthusiasts who are an asset to your business.

A company’s eNPS score is then determined by subtracting the % difference between its promoters and detractors, which can yield a score of between -100 and 100.

3. CES

Your customer effort score, or CES, refers to the ease with which a customer can conduct their business with your company. In HR terms, this refers to the presence (or lack of) friction at touchpoints with the human resources department (e.g., scheduling leave, getting a letter of recommendation, etc.).


Measuring these three vital human resource customer service metrics can make all the difference in your company’s ability to attract and retain top talent. If you want to boost employee engagement from the inside out, it is highly recommended that you keep tabs on them. Read the full article here

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