Understanding the Employee Net Promoter Score (eNPS)

What is eNPS?

eNPS is an acronym that stands for “employee Net Promoter Score,” or Employee NPS. It is a way to measure how your employees feel about your company. This is based on the Net Promoter Score - a measurement of customer loyalty, pioneered by Fred Reichheld, a partner at Bain & Company - to measure customer experience. 

This type of question, using an 11-point-scale (0-10), is a common component in many Engagement measures, including Limeade Listening’s own Employee Engagement Index. 

How do you calculate the eNPS?

An eNPS survey asks one simple question: On a scale from 0-10, how likely are you to recommend this company as a place to work?” 

  • If employees answer 9-10, they are considered a Promoter.  
  • If they answer 7-8, they are considered Passives, which are ignored. 
  • If they answer 0-6, however, they are Detractors. 

To calculate the employee net promoter score, deduct the percentage of detractors from the percentage of promoters. 

For example, let’s say you have a percentage of 12% of detractors, and 75% of promoters (leaving 13% for passives). 75 – 12 = 63% 

How do you create an eNPS question? 

You should be able to find the eNPS survey template when creating a new survey, or by manually searching for it in our Limeade Listening question bank, setting the question type as: Employee Net Promoter Score

Alternatively, an eNPS Progress Plan template is already available for you to schedule, right from the first step in creating a new Progress Plan. 

Important note: Currently, you won’t be able to combine the eNPS question with other questions in a single Progress Plan. You can only track eNPS by itself in a Progress Plan. 

How You Can Improve Your eNPS Score 

Start off by running an eNPS survey regularly to gauge whether you are achieving continuous improvement. We recommend doing so by using our Progress Plan template.

  1. Be transparent. Share the good and the bad. Sharing survey results with your employees and inviting their recommendations for the next steps helps them feel trusted and involved in the improvement process.
  2. Take action. Once you can pinpoint where the experience gaps lie, you can work to close those gaps. Make sure to dedicate resources to implement change. 

Acting on the results of your employee feedback makes your people trust the organization and the processes in place, which in turn makes your employees more likely to take part in future surveys.

Overall, eNPS is a great first step to start asking for feedback from your people. Used as part of a wider program on employee engagement and employee satisfaction, it can be a valuable tool in finding and closing employee experience gaps.

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