In one consulting engagement, a client set out to reduce turnover by improving their eNPS (Employee Net Promoter Score), particularly in areas reflecting top-down, siloed, or inefficient management.

As part of the process, I reviewed a sampling of recent employee performance reviews across departments. A clear pattern emerged:

Over 80% of the reviews contained standardized, surface-level feedback—lacking meaningful detail around accomplishments, growth, and future development.

There was little evidence of:

• Clear progress toward professional goals

• Constructive coaching conversations

• Defined next steps for development

The structure was there—but the substance was missing.

This is a common outcome when high-stakes conversations are missing before the review.

Without ongoing dialogue, the performance review becomes a formality rather than a meaningful tool for growth. In many organizations, reviews are either minimized or viewed as a low-value exercise.

When leaders develop the skill to lead clear, consistent performance conversations throughout the year, reviews become:

• More specific

• More actionable

• More impactful

And the results extend beyond the review itself.

As communication improves, team members become more engaged, more confident in their roles, and more connected to their contribution within the organization. eNPS improves—but more importantly, so does day-to-day team experience.

From there, the next step is extending these same conversation frameworks to the broader team.

When team members are equipped with similar communication tools, the impact carries forward into:

• Stronger guest interactions

• More confident sales conversations

• Improved customer satisfaction and loyalty

When conversations improve at every level—internally and externally—performance follows.