The employee Net Promoter Score, or eNPS, is the metric you should use to measure employee engagement and happiness in order to gain useful insights. The primary determinant of employee satisfaction and productivity is no longer salary.
Employees want to take on new tasks, acquire new abilities, and feel appreciated by their employers. Employee experience (EX) and retention rates are also influenced by collaboration, flexibility, and organizational culture.
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Measuring employee engagement:
The employee Net Promoter Score (eNPS) is a quick and easy approach for your company to monitor engagement and satisfaction. Additionally, it plays a significant role in various engagement metrics. It estimates how likely employees are to promote your company as a great place to work, as well as their level of engagement and enthusiasm. It changed from the original Net Promoter System, which was customer-focused.
On a scale of 0 to 10, how likely are you to suggest our organization to others as a better place to work, according to the Employee Net Promoter Score question?
Promoters, Passives & Detractors:
Anyone who answers with a rating of 9 or 10 is a promoter, suggesting they are most likely to support the business. Detractors are employees who give a score between 0 and 6, suggesting they are most inclined to speak badly about their employer.
Passives are those who answer with a rating of 7 or 8, and although their scores are not taken into account in the computation, the number of employees still includes them.
Advantages of Employee Net Promoter Score
- The usability: A major benefit of the Employee Net Promoter Score survey is how easy it is to utilize. In order to save time and avoid survey fatigue, each employee must respond to one question.
- High participation rates: The Employee Net Promoter Score is a brief and straightforward survey, so you can assume that the majority of employees will take the time to answer this question.
- A precise assessment of worker satisfaction: Employee endorsement of the company is accurately reflected by the Employee Net Promoter Score. If the inquiry is anonymous, employees are more likely to provide honest responses, which can help you pinpoint the causes of low engagement and productivity.
- A true reflection of the happiness of the team:
Using this survey to gauge employee satisfaction, one element of EX will enable you to identify any potential problems that might lead to more staff turnover.
- A feedback tool with a low cost.
The Employee net promoter score only has one question, so you can swiftly and cost-free distribute it through the organization’s current transmission medium.
- Constant measurement:
The employee Net Promoter Score survey can be used more regularly by your organization than lengthy annual engagement surveys, enabling efficient and continuous EX monitoring.
- Benchmarking appropriateness:
It is simple to compare the outcomes of an employee Net Promoter Score survey to the past performance of your firm. You can get a better understanding of where and when things may have changed by comparing your current performance to historical performance or your performance in comparison to other teams within your organization.
Disadvantages of Employee Net Promoter Score:
One of the Employee Net Promoter Score’s significant advantages over other key performance indicators is its simplicity. However, the fact that there is only one question in this score can also be a drawback.
You won’t know why a certain number of team members are promoters, neutrals, or detractors once employees have responded to the survey.
The Employee Net Promoter Score can occasionally be useless as a stand-alone feedback tool, so you might want to think about including it in a larger feedback program.
You can also design a survey centered on the Employee Net Promoter Score that includes follow-up inquiries. To make sure you are asking the proper questions, you will need to be aware of the employee’s test results.
How to Calculate The Employee Net Promoter Score??
The employee Net Promoter Score formula is relatively straightforward. Passive scores are not taken into account, but the number of workers should correspond to the total number of passives, promoters, and detractors who actually work for your company.
First, find out the percentage(%) of promoters and percentage(%) of detractors among respondents. Next, subtract the detractor % from the promoter %. In other words: eNPS = % promoters – % detractors.
Example: Out of 100 employees,
No. Of promoters 30, in percentage 30%
No. Of Neutrals 50, in percentage 50%
No. Of Detractors 20, in percentage 20%
eNPS =% Promoters – % Detractors
A higher employee net promoter score indicates greater employee engagement because a business should strive to have more promoters than detractors.
Questions to Include in Your Employee Net Promoter Score Survey:
Include a follow-up question in your survey to maximize its effectiveness and demonstrate your value for employee feedback. Just be sure to keep the following recommendations in mind:
Keep it succinct. A shorter employee engagement survey and a longer employee net promoter score survey should not be combined for effectiveness. Don’t ask any additional questions after the first one.
Choose an open-ended query. Your second question should give workers the opportunity to elaborate on their responses while your main question asks for a particular number. Do not ask yes/no, loaded, or too detailed questions.
- What major factor led to the rating you gave?
- What can our company do better?
- What do you like most about working here, specifically?
- Anything that might stop you from recommending friends to the business?
Avoiding follow-up inquiries
- In five years, do you still see yourself working here? (leading to YES/NO responses)
- How do you find our brand-new wellness initiative? [leading to YES/NO responses + being extremely precise]
- What would you say if we introduced fresh feedback procedures? [too speculative]
What is a Good Employee Net Promoter Score?
The theoretical scale for these scores is -100 (i.e., 100% of employees are critics) to +100 (i.e., 100% of employees are promoters). Although scores outside of these ranges are possible, in reality, these values fall between -50 and +50.
If your company’s Employee Net Promoter Score is less than -10, drastic measures are required to increase employee engagement. Examine the responses to follow-up questions to pinpoint areas that need improvement.
Scores between -10 and +20 are typical. You should be pleased with the degree of employee engagement at your business if the scores are greater than +10.
An Employee Net Promoter Score of +40 or higher is considered excellent, and maintaining employee engagement at this level should be a top priority. Promoters can provide insight into what the business is doing well.
Ways to Improve Employee Net Promoter Score:
Here’s how to raise your Employee Net Promoter Score and support your business in maintaining the highest levels of employee engagement and happiness.
- Include the Employee Net Promoter Score in a program for receiving feedback.
The eNPS only has one question, and the answers are numeric values between 0 and 10. Even while these ratings are instructive, you will need to dig deeper using a more thorough feedback tool to learn even more important information. An employee feedback program that incorporates the Employee Net Promoter Score will make it clear where changes are required.
- To examine each Employee Net Promoter Score response in a more accurate context, create follow-up surveys with open-ended questions.
- Communicate to your employees about the Employee Net Promoter Score.
Don’t keep your staff from knowing your results. By being open and honest about your company’s employee net promoter score, you’ll encourage your staff to feel invested in the review process rather than excluded.
invested in the review process rather than excluded.
- Never hesitate to conduct a pulse survey as a follow-up.
While we don’t recommend conducting longer engagement surveys after each Employee Net Promoter Score cycle, we do advise conducting surveys (such as a pulse survey) if your most recent score shows a significant rise or fall. You can learn about the factors that affect your score.
- By establishing consistent employee net promoter score cycles, you can normalize the process and collect enough information to identify trends. You won’t be able to identify the changes that were associated with each score if you space out the sending of your surveys too much.