Have you ever wondered what sets apart those companies renowned for their incredible workplace environments?

Well, it's no secret – it's all about having content, passionate employees who genuinely enjoy their work.

These are the folks who help spread the word about your company's exceptional culture.

If you want to be the first of the very few to know about this in your company, you should consider running an eNPS survey.

In this article, we'll cover,

What is Employee Net Promoter Score (eNPS)?

The Employee Net Promoter Score (eNPS) may be familiar to you. It's a concept taken from the Net Promoter Score (NPS) framework, that measures customer loyalty.

eNPS is almost similar, except that it measures employee loyalty.

Businesses can use it to gauge how devoted and content their employees are.

eNPS asks employees if they would suggest their firm to others as an excellent place to work, much like NPS does with customers regarding a prodcut/service.

Employee Net Promoter Score (eNPS) Vs Net Promoter Score (NPS)

eNPS gauges employee loyalty and satisfaction within an organization, whereas NPS measures customer loyalty towards a brand or company. Here's a comparative table to highlight the differences:

Comparison table of eNPS Vs NPS

How Does an eNPS Rating Scale Look Like

Asking your staff just one simple question is the first step: "On a scale of 0 to 10, how likely are you to recommend our company as a place to work?"

eNPS question depicted in a rating scale format.

This inquiry serves as the cornerstone of eNPS, which measures customer loyalty and satisfaction.

eNPS operates on an 11-point scale and is measured by 3 types of respondents.

Promoters

These are the ardent supporters of your organization. They offer a score of 9 or 10, signifying very high levels of loyalty and contentment. Promoters are those who are happy to tell their friends and coworkers about your organization.

Passives

The passives occupy a medium ground. They give your business a grade of 7 or 8, indicating that they are usually happy but are not particularly eager to promote the work environment to others. They don't passionately support or criticize, yet their input is still helpful.

Detractors

These employees indicate lower levels of satisfaction, with a rating between 0 and 6. They can have troubles, complaints, or worries that require care.

A Depiction of Employee Net Promoter Score
Employee Net Promoter Score

How to Calculate Employee Net Promoter Score

eNPS is calculated by using the formula:

eNPS = % Promoters - % Detractors.

Here's how to calculate each part.

%Promoters: Count the number of employees who scored 9 or 10 on the eNPS survey. Divide the number of Promoters by the total number of respondents, and multiply the result by 100 to get the percentage.

%Detractors: Count the number of employees who scored 0 to 6 on the eNPS survey. Then divide the number of detractors by the total number of respondents, and multiply the result by 100 to get the percentage.

The final eNPS score can range from -100 to +100.

What's a Good Employee Net Promoter Score

The more favorable and engaged your employees are, the better will the score be.

Typically, any score above 0 is considered satisfactory, while a score of 50 or higher is excellent. Here are some industry eNPS benchmarks to know where your organization stands.

However, we don't recommend aiming to reach those standards as every organization has its own strengths, and weaknesses.

For example, if your organization recorded an eNPS score of 20 in the year 2023, then it should aim for a score of 25-30 in the year 2024.

But keep in mind that eNPS is not only about the figures.

It's crucial to dig into the narratives and insights behind the ratings. Consider using open-ended questions in your survey to get more detailed insights.

With the help of these questions, employees may give insightful feedback, explaining the rationale behind their ratings and making recommendations for improvement.

This additional input is essential for identifying the underlying reasons for the results and for directing your activities to raise employee engagement and satisfaction.

eNPS Survey Questions

The key to calculating eNPS lies in crafting survey questions that can provide valuable insights into the loyalty and satisfaction levels of your employees. Let's take a closer look at the primary question and delve into more detail.

The big question

"On a scale of 0 to 10, how likely are you to recommend our company as a place to work?"

This is the central query that underlies eNPS. It captures the entire attitude of your staff and provides you with a crystal-clear picture of how willing they are to speak up for your company.

Follow-up question for promoters

If an employee gives a high rating of 9 or 10, you might follow up by asking,

"What do you love most about working at our company?"

Promoters may share their good experiences with this question, which also exposes the areas of your business that are functioning effectively.

Further question for detractors

If an employee gives a poor rating of 0 to 6, it's critical to go deeper and comprehend their issues. You might inquire,

"What do you think needs to be improved, and what are the main reasons for your rating?"

Detractors might air their frustrations and offer you particular insights into areas that need your attention by answering this question.

Additional open-ended questions

You may add additional open-ended questions that invite employees to offer detailed input in addition to the main query.

You may inquire, for instance,

"What recommendations do you have for enhancing our work environment?"

or

"Is there anything else you would like to share about your experience working here?"

These inquiries invite employees to express their ideas, opinions, and worries in their own words.

Benefits of Calculating eNPS?

Absolutely! It brings about several advantages. Let's examine some of the main benefits:

1. A closer look at employee sentiment

eNPS offers a glimpse of how your employees feel about working for your company, and provides insight into their sentiment.

It provides you with information on their loyalty and satisfaction levels in addition to simple numerical data.

You may determine their strengths and opportunities for development by paying attention to how they feel.

2. Identify issues early on

Monitoring employee satisfaction scores over time enables you to identify patterns and shifts in employee attitudes. It acts as a good early warning indicator if you detect a sharp decline in performance or a trend of persistent unhappiness.

This presents an opportunity for rapid problem-solving before problems worsen and lower general staff morale.

3. Actionable feedback

The qualitative input gleaned from eNPS questionnaires is priceless. eNPS survey questions gives employees a forum to express their ideas, worries, and suggestions for change.

This feedback is like a gold mine of information that may inform your choices and assist you in implementing specific adjustments to improve the working environment.

4. Strengthened employee engagement

Employees who are engaged are more inclined to support your company, go above and beyond, and work for its success.

You show your dedication to employee happiness and engagement by measuring eNPS and acting on the input you get. This, in turn, promotes a happy workplace, cultivates loyalty, and tightens the connection between employees and the company.

5. Talent attraction and retention

A high eNPS score conveys a favorable message to potential workers. Your employer brand is strong, and top talent is attracted when your present employees are happy and eager to endorse your business.

Additionally, contented employees are more likely to remain with your business, lowering turnover and related expenditures.

Leveraging eNPS surveys is an excellent approach to gauging employee loyalty and lower the turnover rates in your organization.

How Does eNPS Relate to Employee Engagement?

Employee engagement and eNPS work in tandem to build a supportive and effective workplace.

  1. High eNPS scores signal strong employee engagement and job satisfaction.
  2. High eNPS implies employees are engaged, motivated, and passionate about their work.
  3. Low eNPS suggests declining employee engagement, leading to disengagement and demotivation.
  4. A low eNPS serves as a warning to investigate the causes of disengagement.

Employee disengagement, demotivation, and a decreased propensity to exert extra effort can all result from unsatisfaction.

It acts as a warning indicator that urges further investigation into the causes of the disengagement.

You can spot trends and patterns in employee sentiment by measuring eNPS and monitoring it over time. This enables you to solve any problems or difficulties before they affect engagement levels. Employee engagement takes constant care and nurturing; it is not a one-time accomplishment.

How to Improve Employee Net Promoter Score in Your Organization?

Here are 4 simple steps organizations can incorporate to improve eNPS scores while simultaneously enhancing employee happiness, engagement, and organizational performance.

1. Conduct eNPS surveys frequently

Integrate eNPS surveys into the everyday operations of your company. Use them to monitor changes in employee sentiment over time by conducting them at predetermined intervals, such as quarterly or biennially.

Consistency is essential since it enables you to spot trends and base your judgments on solid information.

2. Act on the feedback

Keep in mind that eNPS goes beyond mere data collection; it's about translating feedback into action.

Analyze both the quantitative and qualitative aspects of the survey data to identify areas in need of enhancement.

Set priorities based on the feedback and develop action plans to address the concerns raised. Effective communication is key, so make sure to inform your employees that their input has been acknowledged, and you are actively working to implement constructive improvements.

3. Employee participation in the solution

Engage your employees in crafting solutions. When you seek their input, you not only enhance the quality of your ideas but also foster teamwork and a sense of ownership.

Consider forming employee task forces or cross-functional teams to address specific concerns raised in the eNPS feedback. By involving them in this process, you demonstrate your appreciation for their contributions and highlight their active role in shaping their work environment.

4. Celebrate successes and share progress

When you implement changes in response to eNPS feedback, share your progress with your employees by hosting celebrations. Inform them of your efforts and successful results as a consequence of their feedback. Recognize those people and groups who have made a difference in the good improvements. By praising their accomplishments, you highlight the importance of employee input and promote further engagement.

How Does eNPS Contribute in Lowering Turnover Rates

Leveraging eNPS surveys is an excellent approach to gauging employee loyalty and lower the turnover rates in your organization.

1. Identifies and address issues early-on

When eNPS scores are low, organizations can run additional pulse or engagement surveys to really understand what's wrong and what can be improved. This is because an eNPS survey contains a standalone question mark that isn't enough to tell you how immersed or committed one is towards his role.

2. Measures the impact of HR initiatives

eNPS surveys can be used to measure the effectiveness of initiatives before and after implementation. This helps guide an organization's efforts in reducing turnover rates, and improving morale.

3. Tracks progress against industry benchmarks

Tracking and measuring eNPS scores over time against industry benchmarks, organizations can measure the impact of their efforts to bolster employee engagement and retention.

4. Leverages employee advocacy

Organizations can collaborate with promoters of the company to build positive experiences that aids in attracting new talent and retaining existing ones.

Use the Power of eNPS to Empower Your Employees

The golden metric that unveils the loyalty and happiness of your workforce, eNPS, stands as a vital tool for successful organizations.

By implementing eNPS, you obtain useful insights into employee opinion, the ability to spot problems before they become serious ones, and the ability to effect real change.

Remember, your company thrives on the dedication of its staff. You may encourage a culture of cooperation, trust, and empowerment by acting on their suggestions and including them in the development of solutions. 

While eNPS is a crucial metric, it's just the tip of the iceberg! Asking open-ended question will allow you to gain more insight into employee sentiment.

ThriveSparrow complements eNPS with beautifully crafted engagement surveys pinpointing the key drivers of engagement and job satisfaction.

Create stunning surveys in under 2 minutes and capture that feedback data and take actionable steps based on that data. And help managers gain a clear picture of their team's engagement with dynamic reports.

ThriveSparrow's Dynamic Reports Module

Sign up now and help your managers leverage accurate data to make strategic and actionable decisions, and boost their team's engagement!

FAQs

1. What is a good employee net promoter score?

NPS scores, which can range from -100 to 100, are a valuable indicator. If your score is above 0, that's a good sign. However, hitting the mark above 30 or even 50 is even better! Remember that industry standards can vary, so it's worth checking out the benchmarks to see where you stand. This can help you fine-tune your efforts in boosting employee satisfaction and loyalty.

2. What is the difference between NPS and eNPS?

NPS (Net Promoter Score) measures customer satisfaction, while eNPS (Employee Net Promoter Score) measures employee satisfaction.

NPS focuses on customers' likelihood to recommend a product or service, while eNPS focuses on employees' likelihood to recommend their workplace to friends and family.