employee net promoter score

Mastering Employee Net Promoter Score for a More Productive Workplace


Hello, dear HR professionals! Today, we’re going to talk about a topic that is very close to our hearts – the Employee Net Promoter Score. You know, that little survey that we all love to hate, but that our bosses just can’t seem to get enough of. It’s the one that asks employees to rate their job satisfaction on a scale of 0 to 10 and then prompts them to share their reasons for their rating. While the survey might seem like just another tedious task on the to-do lists, it’s actually a valuable tool that can help improve employee engagement and retention.

So, let’s dive into the topic and explore how we can use the Employee Net Promoter Score to make our workplaces happier and more productive. Employee Net Promoter Score (eNPS) researches how much an employee is willing to overshare and recommends his workspace to close ones and family. This concept energizes and motivates to bring rigour and enthusiasm to the work sphere while making it creative and productive.

What is an Employee Net Promoter Score?

While all HR professionals are aware of eNPS meaning, let us take a quick look at what this score is and what it indicates.

Net Promoter Score (NPS) is a customer loyalty metric that measures how likely they will recommend a company to others. The same principle applies to employees with eNPS. eNPS measures the likelihood of employees recommending their workplace to others. And, no, ‘free snacks’ is NOT the first thing that they mention!

As discussed, the Employee Net Promoter Score (eNPS) is used to measure the employee’s loyalty. It focuses on customer satisfaction. It addresses how frequently or how likely a customer would recommend any services or products brought from a company. A good NPS score can range between 10 and 30. It is a way to know how well the company has been performing, according to the requirements and needs of the employees. The Employee Net Promoter Score is essential to check if the company is on the right track. The valued feedback is crucial to make way for improvement in the future.

Why eNPS?

The eNPS survey is usually a single-question survey that asks employees how likely they are to recommend their employer as a place to work. The employees can respond on a scale of 0 to 10, with 0 being “not at all likely” and 10 being “extremely likely.” Based on the responses, employees are categorized into three groups:

  1. Promoters (score 9-10): Employees who are loyal and enthusiastic about their workplace, and are likely to recommend it to others.
  2. Passives (score 7-8): Employees who are satisfied but not necessarily loyal, and may switch to another job opportunity if it presents itself.
  3. Detractors (score 0-6): Employees who are unhappy and may share their negative experiences with others, potentially damaging the company’s reputation.

To calculate the eNPS, subtract the percentage of detractors from the percentage of promoters. The result is a score ranging from -100 to 100.

The Employee Net Promoter Score functions as a survey. It is cost-effective, quick and user-friendly. The eNPS is the most convenient way to track progress or the lack of it over time. 

A study by Gallup found that companies with a highly engaged workforce are 23% more profitable. They have 81% lower absenteeism and 10% more customer loyalty.

eNPS and Employee Engagement

eNPS provides valuable insights into employee engagement and loyalty. When employees are engaged, they are more likely to stay with the company, be productive, and provide quality service to the customers. High eNPS scores are indicative of a healthy company culture, where employees feel valued, supported, and motivated.

On the other hand, HRs should keep an eye on low eNPS scores since they can be a red flag for HR. They may indicate issues with employee satisfaction, company culture, or management practices. If not addressed promptly, low eNPS scores can lead to high turnover rates. Additionally, it leads to decreased productivity, and a negative impact on the bottom line.

How to improve employee engagement using eNPS?

  1. Gather feedback regularly: Conduct eNPS surveys regularly to track changes in employee engagement levels over time. Regular feedback allows HR to identify trends and patterns. This can help implement changes accordingly.
  2. Identify key drivers: Analyze the feedback from eNPS surveys to identify key drivers of employee engagement. These drivers can include compensation, benefits, company culture, management practices, and work-life balance. Addressing these drivers can have a significant impact on improving eNPS scores. Action on the feedback received is super important. Which brings us to the next point:
  3. Act on the Feedback: Use the feedback and insights from eNPS surveys to take action and implement changes to improve employee engagement. This can very from introducing new employee programs to adjusting compensation and benefits to improving communication channels, or providing more opportunities for career growth and development.
  4. Communicate the results: Communicate the results of the eNPS survey with employees. Inform them about the actions being taken to address feedback. Demonstrate to employees that the company values their opinions and is dedicated to creating a positive work environment.
How is eNPS calculated?

eNPS = percentage of Promoters minus the percentage of Detractors. The result can range from -100 to +100.

employee net promoter score

Tips to Keep in Mind While Gathering the Employee Net Promoter Score

  1. Keep it short and simple: The eNPS survey should be brief and straightforward to encourage high response rates. Employees are more likely to participate if the survey is easy to understand and takes only a few minutes to complete.
  2. Convey the purpose: Communicate with employees about the focus and importance of the eNPS survey, and let them know how the feedback will be used. This can encourage employees to take the survey seriously and provide honest feedback.
  3. Ensure anonymity: Employees should feel comfortable while providing honest feedback without a fear of reprisal. Make the eNPS survey anonymous and ensure that responses cannot be traced back to individual employees.
  4. Follow up: Follow up with employees after the survey to thank them for their participation and provide an overview of the results. This can help to build trust and transparency with employees.
  5. Use benchmarking: Compare your eNPS scores with industry benchmarks to gain a better understanding of how your company is performing. This can help to identify areas where your company may be lagging behind and provide insight into how to improve. However, it is important to keep in mind that this is not a competition.

Overall, collecting eNPS can be a powerful tool for improving employee engagement and loyalty. By keeping the survey short and simple, setting expectations, ensuring anonymity, following up, using benchmarking, and considering follow-up surveys, companies can collect valuable feedback and take action to create a positive work environment that retains top talent.
Employee net promoter score helps organizations in multiple ways. You have to be proactive and send surveys to gauge employee opinion so that any underlying issues can be curbed.

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