Employees spend roughly one-third of their lives at work, and to make the most of that time, they should feel engaged and satisfied with their jobs. Companies need a simple metric to help them understand their workforce. That’s where employee net promoter score (eNPS) can be so valuable, as it gives an instant snapshot of how people perceive their employer.
Your organization’s eNPS is an ideal starting point for bigger questions about your employee experience and company culture. By following eNPS trends over time, you can put together more informed action plans that focus on sustaining an excellent employee experience..
Learn more about how eNPS works and how you can use this metric to improve your organization.
Net Promoter Score 101
Net promoter score (NPS) is a metric devised by Bain & Co. to gauge customer experience and customer perceptions of a company — specifically, whether they would refer friends or family. Similarly, eNPS scores your company based on how likely employees are to recommend your organization as an employer to friends and family.
NPS and eNPS revolve around one simple question: “How likely are you to recommend this company to others in your circle?” Respondents rate their likelihood to promote the company on a scale of 0 to 10, with 0 being “not at all likely” and 10 being “extremely likely.”
You can categorize responses into three groups: promoters, passives, and detractors. For eNPS, this looks like:
- Promoters: These people think highly enough of the employee experience to provide a rating of 9 or 10, meaning they’re highly likely to recommend that their friends and family apply.
- Passives: Neither good nor bad, passive respondents are neutral toward your employer brand and experience. They rate their likelihood of recommending you as an employer as 7 or 8.
- Detractors: Responses of 6 or lower on the scale indicate unhappiness with the employee experience. Not only will these employees not recommend you as an employer, they may also suggest that other people avoid you.
In addition to the main question, eNPS surveys also ask employees to provide a reason for their score. While this qualitative feedback is anecdotal, it can guide companies’ efforts to understand their eNPS score and address problems.
The eNPS formula is weighted toward detractors to encourage organizations to focus on addressing employee dissatisfaction. Giving detractors more weight contributes to a greater sense of urgency. That’s also reflected in how eNPS is calculated — passives don’t affect the score, but detractors do.