Employee Net Promoter Score (eNPS)
Employee Net Promoter Score, also commonly referred to as eNPS, is a way to measure how your employees feel about your organization.
It’s based on Net Promoter Score, which is the gold standard of customer experience metrics.
How to Calculate eNPS
eNPS is calculated by asking one question:
“On a scale of 0-10, how likely are you to recommend this company to a friend or colleague?”
Respondents give a rating between 0 (not at all likely) and 10 (extremely likely).
Depending on their responses, employee fall into the following categories to establish an eNPS score:
- Promoters respond with a score of 9 or 10 and are typically loyal, enthusiastic, and all-in employees.
- Passives respond with a score of 7 or 8. They are satisfied with your company but not happy enough to be considered promoters.
- Detractors respond with a score of 0 to 6. These are unhappy employees.
To calculate employee net promoter score, simply subtract the percentage of Detractors from the percentage of Promoters.
% of Promoters - % of Detractors = eNPS
For example, if 23% of respondents are Detractors, 11% are Passives, and 66% are Promoters, your NPS score would be 66 – 23 = 43.
eNPS score are typically higher than NPS score because employees tend to have a closer relationship with their organization. Companies that measure both NPS and eNPS usually see a positive correlation between the two measures.
Benefits of eNPS
Your company’s eNPS score won’t give you a complete picture of how your employee’s feel, but it is a great starting point.
eNPS should be used alongside other key metrics [examples? Need help with this one.] to create a more holistic view of employee experience.
eNPS is simple and quick to measure. Its numerical value makes it easy to reference and compare as you make changes and improvements to your organization.
To get the most out of eNPS, ask your promoters follow-up questions, such as why they like you, and ask your detractors why they don’t.
How can eNPS improve employee engagement?
Showing your employees that you’re listening and acting on employee feedback helps improve employee engagement. It also helps to boost morale.
Employee engagement surveys paired with the eNPS question give you a better understanding of what’s working and not working in your organization as well as reveal differences based on department, location, and demographic.
When it comes to employee engagement, one of the worse things you can do is ask employees for their feedback then fail to act. If makes your employee distrust you and unlikely to participate in future surveys.
eNPS can be a valuable tool to identify and close employee experience gaps.