eNPS: All you need to know about the Employee Net Promoter Score

You may already be familiar with the NPS (Net Promoter Score) from our previous articles on this subject, to summarise: It is an indicator of the probability that your respondents would give a recommendation. Recommendations could be to a brand, a service or a product.

So, what is eNPS?

That’s what we’ll look at in this article.

Definition of eNPS (Employee Net Promoter Score)

First, quick reminder of the NPS importance with a short video:

https://youtu.be/vpW6ljM5VQY

Like the classic NPS, the eNPS is an indicator of the probability of recommendation. The differentiating feature is the fact that we’re studying how likely an employee is to recommend the company they worked for.

The question that measures the eNPS is the following:

On a scale from 0 to 10, how likely are you to recommend {company name} as a place to work?

Let us now analyse how the eNPS is to be measured.

How do you calculate the eNPS?

Once the question has been asked to your employees, you will likely get totally different scores from everyone.

It is at this point that we can define who of these respondents will fall into the detractor, passive or promoter categories. Here is how the participants are segmented according to their score:

  • Score of 0 to 6: Defines employees who would not recommend the company, so they are detractors.
  • Score of 7 or 8: Defines employees who are fairly neutral and are neither too satisfied nor too dissatisfied, so they are the passives.
  • Score of 9 and 10: Defines employees who are very satisfied with the company they work for, and so are defined as promoters.

When you have the scores for each of the respondents, you calculate the eNPS using a formula that is as follows:

eNPS = %Promoters — %Detractors

To illustrate this calculation, let’s take a simple example. A company has received scores such that 68% of respondents are promoters and 32% are detractors. We can therefore calculate the company’s eNPS score by: 68(%) — 32(%) = 36.

Note that the result is a score ranging from -100 to 100, which means that 0 is not essentially a bad eNPS.

We recommend using a platform that calculates this score for you automatically so as to save you lots of time doing manual calculations.

What’s important to note, as highlighted in one of our previous articles is that the interpretation of the Net Promoter Score is highly dependent on the field of activity you are assessing.

It is exactly the same for the Employee Net Promoter Score, its interpretation is different depending on the field of activity of the company. Nevertheless, we can make a global average of what the different scores correspond to, storing these scores in one place will help us benchmark previous results and help us keep track of whether the eNPS is trending up or down.

Generally speaking, a good eNPS should be around 30.

Secondly, an Employee Net Promoter Score that passes the 50 mark is considered an excellent score. Some companies, such as Hubspot, invest a lot in company culture and well-being at work. This is reflected in their employees as Hubspot has an eNPS of 83, which is excellent!

Is this indicator the only way to measure employee satisfaction?

A little of column A, and a little of column B.

Whether it’s NPS or eNPS, neither are obviously accurate enough as a single measure. A single question can’t solve the complexities that come with a dynamic business environment.

The eNPS does not allow for the description of the sources of dissatisfaction, for example. This can be a real hindrance to deciding what can make meaningful improvements to the company’s culture.

How can you improve the Employee Experience by using the eNPS?

To make a real improvement, you need to couple your eNPS indicator with other employee satisfaction indicators. You can therefore create an employee satisfaction micro-survey in which you will have between 3 and 5 questions.

In the list of these questions you’ll add in the eNPS but also another indicator like an eSAT (Employee Satisfaction). A rating question can perhaps be much more precise to help judge certain scenarios or aspects of worklife in order to better detect points of dissatisfaction.

The question can be simple and refer to something directly, for example:

Are you satisfied with the layout of the open space? or Are you satisfied with the atmosphere at work?

Of course, you can add other types of questions such as multiple choice questions, questions with text answers, etc. On Feedier we offer more than 15 different types of questions to give you as many tools as possible to help detect any sources of dissatisfaction.

In addition, to improve your employee experience with eNPS, you will need to analyse the feedback received. Once again, Feedier offers you a highly intuitive analysis of your results and therefore gives you the possibility to understand in real time what needs to be changed in order to improve the working conditions of your employees.

Once you have all the information and data in hand, you need to take action and make data-driven decisions to reduce these friction points. In doing so, you will dramatically improve your Employee Experience.

Now you know what eNPS is, how to calculate it and how to use it.

To learn more about the Feedier platform, you can visit our website or book a product demonstration directly with a member of the team.

Originally published at https://feedier.com on January 5, 2022.

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The intuitive VoC platform, tailored to collect, organize and analyze feedback data. Making it instantly accessible to the right stakeholders.