RELATIONSHIP OF THE STAFF LOYALTY AND THE PERFORMANCE OF THE DENTAL CLINIC OF THE KRASNOYARSK STATE MEDICAL UNIVERSITY NAMED AFTER V.F. VOYNO-YASENETSKY

Abstract

We used the NPS methodology (Net Promoter Score) developed by Fred Reichheld to determine loyalty of KRASSMU dental clinic staff. The method makes it possible using only 2 questions to evaluate not only the level of employees’ loyalty to the organization, but also to identify the approaches of increasing or retaining this level.The doctors, nurses, administrative and general service staff - all in all 60 employees were involved in the survey. As a result of the survey the level of NPS of the KRASSMU dental clinic staff is as following: 2.9% are promoters with a high degree of loyalty, 41.4% with an average degree of loyalty; the group of critics includes employees with a low degree of loyalty - 45.7%, totally not loyal - 10%. Thus the NPS index is -11.4%.Despite the negative NPS index the job performance standards of the dental clinic are increasing every year. It is achieved by the reward of the staff, satisfaction of needs, honest relationship in case of fulfillment of the terms of contract, the favorable environmental conditions in the workplace, as well as a qualitative monitoring the work of staff.DOI: http://dx.doi.org/10.12731/2218-7405-2013-9-30

Keywords

• index of the net promoter score
• staff loyalty
• promoters
• critics