A complete guide to the employee Net Promoter Score (eNPS)
When measuring employee engagement and satisfaction, the employee Net Promoter Score, or eNPS, is the metric you should use to get actionable insights.
Salary is no longer the leading determining factor for employee loyalty and productivity. Employees want to take on new challenges, learn new skills, and know that their organization values their time and input.
Collaboration, flexibility, and the company’s culture also determine employee experience (EX) and retention rates.
Considering all these factors to measure employee engagement can be challenging. However, the eNPS provides a user-friendly engagement tool you can use to analyze employee satisfaction and identify areas for continuous improvement.
Measuring employee engagement: What is the eNPS?
The employee Net Promoter Score (eNPS) is a simple way to track loyalty and pride for your organization. And it’s an important part of the Engagement Metrics in Officevibe. It measures employees’ willingness to recommend your organization as a good place to work, and whether they’re engaged and enthusiastic about their work. It evolved from the original customer-focused Net Promoter System.
The NPS question asks: “On a scale of 0 to 10, how likely are you to recommend our organization’s products or services to a friend or colleague?”
While the eNPS question asks: “On a scale of 0 to 10, how likely are you to recommend our organization as a place to work to others?”
The employee Net Promoter Score respondent categories
Depending on their answers, your employee Net Promoter Score survey respondents will fall into three categories:
- Promoters: Engaged employees with a score of 9 or 10
- Neutrals: Employees with an eNPS score of 7 or 8
- Detractors: Employees with a score ranging from 0 to 6
Promoters
Promoters are satisfied employees who contribute positively to promoting company image and growth. The company culture resonates with these employees and inspires them to deliver top-tier work.
Employee promoters power strong business performance because they provide better experiences for customers, approach the job with energy — which enhances productivity — and come up with creative and innovative ideas for product, process, and service improvements.
Bain & Company
Unfortunately, many companies don’t focus on these employees when evaluating employee Net Promoter Score surveys.
Promoters’ feedback can provide valuable insights into what positively contributes to their employee experience, and companies should leverage this information to retain talented employees and increase productivity.
Neutrals
Neutral employees are generally satisfied with their work environment but remain open to offers from other companies.
These employees are not likely to recommend the organization as a workplace. Still, they won’t speak negatively about the company.
The answers from neutrals don’t form part of the eNPS formula. However, gauging neutral employee sentiment is crucial, especially since most employees might fall into this category.
Using the feedback from these employees, the human resources department can implement practical improvements, transforming the neutrals into promoters.
Detractors
Detractors are employees who are unlikely to recommend the business as a workplace. Even an answer of “6” in employee engagement surveys typically indicates that the employee is at least partially unsatisfied at work.
The risk of detractors leaving the business is high, and swift action is necessary to prevent this from happening. You can determine the causes of low worker engagement through a stay interview.
Gathering and evaluating this feedback is crucial to minimizing employee turnover and costs. Leading companies genuinely care about detractors’ problems and encourage honest feedback. When a detractor gives details about why they are unhappy, believe them and assume that other employees might be experiencing the same issues.
Employee Net Promoter Score Pros
Deploying an eNPS survey holds various advantages for your organization:
- Usability. One of the most significant benefits of the eNPS survey is its ease of use. Employees only need to answer one question, saving valuable time and eliminating survey fatigue.
- High participation rates. Because the eNPS is a quick and easy survey, you can expect most employees to take the time to answer this question.
- Accurate assessment of employee engagement. The eNPS accurately reflects how employees feel about recommending the company. When employees answer the question anonymously, they will likely have no problem being honest, allowing you to detect the causes of low productivity and engagement.
- Accurate reflection of team satisfaction. Employee satisfaction is one component of EX, and deploying this survey will help you detect potential issues that increase employee turnover.
- Cost-effective feedback tool. Because the eNPS only consists of one question, you can quickly deploy this survey via the organization’s existing communication channel at no additional cost.
Employee Net Promoter Score Cons
The simplicity of eNPS is one of its main advantages over other key performance indicators. However, the fact that this score only consists of one question can also be a limitation.
Once employees respond to this survey, you will only know how many team members are promoters, neutrals, or detractors, but you won’t know why.
In some cases, using the eNPS as a stand-alone feedback tool can be ineffective, and you should consider including it as part of a more extensive feedback program.
You can also create a survey around the eNPS with follow-up questions. However, you will need to know the employee’s scores to ensure that you ask the right questions.
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