Should eNPS and NPS sit in the same department within companies?

Unless the person (or department) that is handling the customer NPS initiative is the same person (or department) handling HR, they should be kept completely separate from each other.

This is mainly due to the sensitivity of data within eNPS, where it’s critically important to protect the privacy of the employees.

With customer-driven NPS we actually encourage inter-departmental participation — even if it’s as simple as funneling the real-time feedback into a Slack channel for everyone to see.

While there should be a person or department that owns the NPS process within your company, the results of the process apply to everyone. In fact, we recently wrote a post,How NPS Impacts Every Department in Your Company, to illustrate this point with each role-type.

Going back to eNPS … This really needs to be treated separately, with measures put in place to ensure that access is restricted to only those that need it.

Depending on your internal culture, it may still be appropriate to share the final results, just not the individual scores and feedback. Using an eNPS tool like Promoter, we anonymize the data coming in to both increase your employee’s participation as well as help to protect their privacy.