The Leader Promoter Score (LPS) is a valuable tool for measuring and identifying leadership gaps in an organization. Not only does it show us the strengths and opportunities for improvement in our leaders, but it also measures the likelihood that employees will recommend their leader’s leadership, as it directly influences the employee experience and the superior customer experience.
Vocé applied the measurement of the LPS model to Grupo agenciauto, identified the 3 characteristic dimensions of the inspiring leaders that correspond to Vision for the future, Execution and Relationships, besides the key metric that is inspiring leader and leadership recommendation of the organization’s leaders, the results were:
High
Favorable
Favorable
Favorable
Favorable
For the main LPS metric, Grupo Agenciauto received a score of 81.8 points out of a range of -100 to 100, where it is a high score where employees recommend the leadership of their leader.
Also for Grupo Agenciauto:
- Employees indicate that their leader is an inspirational leader with a score of 4.71 out of 5.
- Employees rate the Future Vision dimension of their leadership with a score of 4.73 out of 5.
- Employees rate the Execution dimension with a score of 4.70 out of 5.
- Employees rate the Relationship dimension with a score of 4.69 out of 5.
In 2022, the Auto Agency Group obtained 77.9 points in LPS leadership recommendation and in 2023 it increases 3.9 points compared to the previous year with 81.9 LPS points.
This indicates that Grupo Agenciauto’s employees recommend the leadership of their leaders as they have favorable scores and outstanding abilities to identify opportunities, risks and relevant future trends.
The challenge
Grupo Agenciauto had a very clear objective, to unify its leadership statement to attract and retain talent, as well as to work on the leadership gaps in its management teams.
The solution
With Vocé’s help, strategic sessions were held to define a leadership statement consistent with the group’s culture. Subsequently, a measurement of the leadership experience among employees, peers and leaders was conducted, identifying the main leadership gaps at the area and organizational levels. Based on these results, the human development area developed specific action plans to improve the leadership competencies of each leader.
Results achieved
During the first four years of Vocé’s implementation, more than 50% of the leaders have experienced significant increases in their leadership indicators. This approach has allowed a continuous growth of the leaders and a greater cohesion in Grupo Agenciauto’s leadership statement.
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Lessons learned from the Agenciauto + Vocé + Qualtrics success story:
Importance of leadership in the customer experience:
- Effective leadership is critical to creating a superior customer experience.
- Leaders must inspire, motivate and guide their teams to deliver exceptional service to customers.
Benefits of measuring leadership:
- Measuring leadership with the Leader Promoter Score by Vocé (LPS) model allows identifying the strengths and weaknesses of leaders.
- This information can be used to develop specific action plans to improve leadership competencies.
Importance of a clear and consistent leadership statement:
- A clear and consistent leadership statement helps leaders understand their roles and responsibilities.
- It also helps create an organizational culture where leadership is valued and recognized.
Role of a strategic partner:
- A strategic partner like Vocé can help companies develop and implement an effective leadership measurement strategy.
- Vocé can also provide support in staff training, data analysis and reporting.
How can your company improve communication and leadership alignment?
