Before we define Employee Net Promoter Score (eNPS), let us take a moment to understand what “Net Promoter Score” or NPS is. Designed and trademarked by Bain & Company, Satmetrix Systems, Inc., and Fred Reichheld, the Net Promoter Score or NPS measures customer loyalty by asking a single question: “How likely are you to recommend us to a friend or colleague?”
In line with this, Employee Net Promoter Score (eNPS) is a concept that was borne out of the Net Promoter Score. Only this time, the “customers” are the employees of an organization. Employers use the employee net promoter score or eNPS as a way to measure employee satisfaction by asking employees the question: “How likely are you to recommend our organization as a place to work to your family or friends?”
Why is Employee Net Promoter Score (eNPS) important?
Employee satisfaction is a good determinant of how effective an organization is in terms of taking care of its employees. It is a sign of an organization’s overall health. By measuring the eNPS, companies can get a glimpse of how the company is perceived by employees. Are they happy to be part of the company? Through the employee net promoter score, employers can find out how much of the workforce are brand advocates or ambassadors of the organization.
Employers can use the results of the eNPS to identify areas for improvement and develop an action plan accordingly. Employers should keep in mind that, to get an unbiased and honest eNPS score, it is essential to keep the eNPS anonymous.
How does Employee Net Promoter Score (eNPS) work?
In obtaining the eNPS, employees are commonly asked to answer a two-part survey:
“On a scale of 1 to 10, how likely are you to recommend our organization as a place to work to your family or friends?”
The second is an open-ended question where the employee can give the reason why they chose the particular rating.
Based on the responses, the system classifies the answers into three categories:
0-6 are Detractors.These are employees who are highly dissatisfied with the organization and are most likely to say negative things about it.
7-8 are Passives. These are employees who may be content with the organization but may not be fully engaged or invested.
9-10 are Promoters. These are employees who are highly satisfied and are most likely to promote the organization as a great place to work and be part of.
The Employee Net Promoter Score (eNPS) is then computed by subtracting the percentage of detractors from the percentage of promoters. The passive respondents have no bearing on the eNPS score.
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