Employee Net Promoter Score (eNPS)

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Glossary of the most common HR terms and acronyms to assist professionals navigating the ever-growing and ever-changing world of HR terminology.

Employee Net Promoter Score (eNPS)

What is an Employee Net Promoter Score (eNPS) ?

Employee Net Promoter Score indicates if your employees would recommend working at your organization to a friend. NPS has initially been used to measure customer satisfaction, but have been adopted internally by employers to gather the same information from their employees by asking a simple question: How likely is it that you would recommend working at our company to a friend? Generally, this is recorded on a scale from 1-10, 1 being considered a detractor and 10 being considered a promoter.

Employee net promoter score metrics

After taking a eNPS survey, Employees are categorized into segments: 

 

  • Promoters: Answered 9-10 and would enthusiastically recommend working at your company to their friends and family 
  • Passive: Answered 6-8 and are neutral, but not necessarily enthusiastic or loyal. 
  • Detractors: Answered 0-5 and would not recommend working at your company to their friends or family. 

If your eNPS is low, you should investigate how you’re setting expectations for employees and your employee engagement levels. You should get to the bottom and they why of your destructor scores.

How to calculate eNPS:

Total score / # of Participants = eNPS.

To calculate this metric, you’ll need to deploy an employee Net Promoter Score survey to your employees. Keep in mind promoters are considered anyone who answers 9 or 10, and detractors are anyone who answers 1-6.

Employee net promoter score criticism

While employee net promoter score is one way to measure employee engagement, it’s not the only one. Employee surveys are a leading indicator that provides insights into self-reported engagement levels. The use of the surveys is to enable HR to ask tailored questions about employee experiences, such as: 

 

  • How valued do you feel as an employee? 
  • Are you proud to be a member of your team? 

 

Simple metrics compiled from administering an employee engagement survey can help ensure you’re on the right track to achieving a highly engaged workplace. In the end, every company’s goal is to retain talent. Simply focusing on improving your engagement strategy can ensure a positive ROI.

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