Employer Net Promoter Score, or eNPS, is a scoring system designed to help employers measure employee satisfaction and loyalty within their organizations. Just like NPS, it provides deep insights but instead of focusing on the customer’s experience, it measures the employee’s experience and employee engagement. Understanding your staff’s engagement level can help improve their experience and morale and, in turn, boost productivity and happiness levels.
Fulfillment in the workplace will motivate your team to perform to the best of their abilities and remain loyal to the company. Employees will feel heard and less strained and reducing the chances of bringing home workplace stress.
What Is the Employee Net Promoter Score (eNPS)?
eNPS allows you to measure how loyal and engaged your employees are. It’s based on the Net Promoter Score (NPS), which is one of the most popular metrics used to measure customer loyalty. Just like the NPS, the core of the eNPS comes down to one simple question:
“On a scale of 1-10, how likely are you to recommend our company to friends and family?”
Your employees’ responses are then sorted into three categories, depending on the score they give:
- Promoters: employees that give a score of 9-10
- Passives: employees that give a score of 7-8
- Detractors: employees that give a score of 0-6
Promoters are the employees who are most loyal to you as an employer. They are likely to be highly engaged at work and satisfied in their role. This is great for them as individuals and can lead to higher profitability for your business. They are likely to promote the business through positive word of mouth.
Detractors are your unhappy employees. Unlike your promoters, they are more likely to be unsatisfied with you or their role. They will not positively promote the business and may be at risk of spreading negative word of mouth.
Passives are your neutral employees. They may generally be happy enough with their role and you as an employer, but they’re more likely to be receptive to offers from other companies.
What Are the Benefits of eNPS?
1. Easy to Use
The eNPS question is easy to distribute, answer, and report on. You’re able to get an overview of employee loyalty and engagement at your company quickly and efficiently.
2. Monitor How Employees Feel Over Time
Because of its simplicity, the eNPS is the perfect metric to measure and compare the employee experience over varying periods of time.
3. Good For Benchmarking
The quantitative nature of eNPS makes it a useful benchmark for comparing your own performance.
4. Reduce Employee Turnover
To begin improving the employee experience, you need to understand how they feel about it. The eNPS is the first step towards getting the insights you need to ensure people are happy and engaged.
How to Calculate Your Employee Net Promoter Score
eNPS score is very simple and it’s easy to calculate. You simply subtract the percentage of Promoters from Detractors. Passive employees, who scored 7 or 8, are not counted in this calculation.
Here’s an Example:
Once a company receives all eNPS surveys back from their employees, calculate the percentage of each of the three categories.
Out of 100 employees:
- 55 employees score between 9 and 10 = 55% Promoters
- 27 employees score between 7 and 8 = 27% Passives
- 18 employees score between 0-6 = 18% Detractors
Promoters – Detractors = eNPS
55% – 18% = 37 eNPS
What Is a Good eNPS Score?
eNPS scores can range from -100 to 100. Technically, anything above 0 is considered an acceptable score, which would mean a completely even split of Promoters and Detractors at your company. However, if the numbers are equal or the number of Detractors is becoming slightly higher, you should start putting even more effort into increasing the number of Promoters.
Amanee Hasan is a content writer for ZenHR, an award-winning and top-rated HR solution that offers world-class HR software services in the MENA region. She focuses on creating content highlighting the latest HR trends and gives organizations and individuals the tools, knowledge, and research they need to create successful work environments where people thrive.
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