Employee Net Promoter Score (eNPS) FAQ

1. What is an Employee Net Promoter Score (eNPS)?

eNPS is a metric used to gauge employee satisfaction and loyalty within a company. It mirrors the customer-focused Net Promoter Score (NPS) but focuses on employee sentiment. The score is derived from asking employees a single question: “On a scale of 0 to 10, how likely are you to recommend working at our company to a friend or family member?”.

2. How is the eNPS calculated?

Based on their score, respondents are categorized into three groups:

• Promoters (9-10): Highly satisfied employees likely to recommend the company.
• Passives (7-8): Neutral or indifferent employees, less likely to actively promote or detract.
• Detractors (0-6): Dissatisfied employees who might speak negatively about the company.

The eNPS is calculated by subtracting the percentage of detractors from the percentage of promoters. Passives are not included in the calculation.

3. Why should companies measure eNPS?

Measuring eNPS provides valuable insights into employee morale and engagement. It helps identify areas for improvement, understand employee sentiment, and track progress over time. High eNPS scores are often correlated with increased employee retention, productivity, and a positive company culture.

4. What are some best practices for implementing an eNPS survey?

• Ensure anonymity: Guarantee respondents’ anonymity to encourage honest feedback.
• Include qualitative questions: Ask open-ended questions to gain deeper insights beyond the score. Examples include “What should we start doing?”, “What should we stop doing?”, and “What would have to be different for you to give us a 10?”.
• Segment by teams (if possible): Analyze eNPS scores by teams to identify specific areas for improvement.
• Repeat surveys regularly: Conduct eNPS surveys quarterly to track progress and identify trends.
• Act on feedback: Demonstrate commitment to addressing concerns and implementing changes based on employee feedback.

5. What are some examples of qualitative questions to ask in an eNPS survey?

Beyond the core eNPS question, ask open-ended questions to understand the “why” behind the score. Some examples include:

• What do you like most about working at our company?
• What could we do to improve your work experience?
• What are your biggest challenges in your current role?
• What would make you more likely to recommend our company to others?

6. How often should eNPS surveys be conducted?

Quarterly surveys are recommended to track changes, measure the impact of initiatives, and stay attuned to employee sentiment. This frequency provides consistent data while allowing time for implementing changes between surveys.

7. Should eNPS results be shared with employees?

Transparency is crucial. Share summarized results and key takeaways from the survey with employees. Highlight planned actions based on feedback to demonstrate that their voices are heard and valued.

8. What is considered a good eNPS score?

While benchmarks may vary across industries, generally:

• Below 25: Indicates potential issues with employee satisfaction that need attention.
• 25 to 50: Suggests a reasonably good eNPS score.
• 50 and above: Represents a strong eNPS score, indicating high employee satisfaction and loyalty.