You may already be familiar with the NPS (Net Promoter Score) from our previous articles. To summarise: It is an indicator of the probability that your respondents would give a recommendation. Recommendations could be to a brand, a service or a product.
So, what is eNPS?
That’s what we’ll look at in this article.
Definition of eNPS (Employee Net Promoter Score)
First, quick reminder of the NPS importance with a short video:
Like the classic NPS, the eNPS is an indicator of the probability of recommendation. The difference is that we’re studying how likely an employee is to recommend the company they worked for.
The question that measures the eNPS is the following:
On a scale from 0 to 10, how likely are you to recommend {company name} as a place to work?
Let us now analyse how the eNPS is to be measured.
How do you calculate the eNPS?
Once the question has been asked to your employees, you will likely get totally different scores from everyone.
We can define who of these respondents will fall into the detractor, passive or promoter categories. Here is how the participants are segmented according to their score:
- Score of 0 to 6: Defines employees who would not recommend the company, so they are detractors.
- Score of 7 or 8: Defines employees who are neutral and are neither too satisfied nor too dissatisfied, so they are the passives.
- Score of 9 and 10: Defines employees who are very satisfied with the company they work for, and so are defined as promoters.
When you have the scores for each of the respondents, you calculate the eNPS using this formula:
eNPS = %Promoters – %Detractors
To illustrate this calculation, let’s take a simple example. A company has received scores such that 68% of respondents are promoters and 32% are detractors. We can therefore calculate the company’s eNPS score by: 68(%) – 32(%) = 36.
The result is the score ranging from -100 to 100, which means that 0 is not essentially a bad eNPS.
What is a solid eNPS score and which platform should I use?
We recommend using a platform that calculates this score for you automatically. It will save you a lot of time.
Note that the interpretation of the Net Promoter Score is highly dependent on the field of activity you are assessing.
It is the same for the eNPS, its interpretation is different depending on the field of activity of the company.
Nevertheless, we can make a global average of what the different scores are.
You can store these scores in one place and will help benchmark results and keep track of whether the eNPS is trending up or down.
Generally speaking, a good eNPS should be around 30.
Secondly, an Employee Net Promoter Score that passes the 50 mark is considered an excellent score. Some companies, such as Hubspot, invest a lot in company culture and well-being at work. This is reflected in their employees as Hubspot has an eNPS of 83, which is excellent!
Is this indicator the only way to measure employee satisfaction?
A little of column A, and a little of column B.
Whether it’s NPS or eNPS, neither are obviously accurate enough as a single measure. A single question can’t solve the complexities that come with a dynamic business environment.
The eNPS does not allow for the description of the sources of dissatisfaction, for example. This can be a real hindrance to deciding what can make meaningful improvements to the company’s culture.
How can you improve the Employee Experience by using the eNPS?
To make a real improvement, you need to couple your eNPS indicator with other employee satisfaction indicators. You can therefore create an employee satisfaction micro-survey in which you will have between 3 and 5 questions.
In the list of these questions you’ll add in the eNPS but also another indicator like an eSAT (Employee Satisfaction). A rating question can be more precise to help judge certain scenarios or aspects of worklife. In addition, it will help better detect points of dissatisfaction.
The question can be simple and refer to something directly, for example:
Are you satisfied with the layout of the open space? or Are you satisfied with the atmosphere at work?
Of course, you can add other types of questions such as multiple choice questions, questions with text answers, etc. Feedier offers more than 15 types of questions to give you the maximum of tools that will help detect dissatisfaction.
In addition, to improve your employees’ experience with eNPS, you will need to analyze the feedback you receive. Feedier offers an intuitive analysis and the ability to understand what needs to be changed to improve the working conditions.
Once you have all the information and data, you need to take action and make data-driven decisions to reduce these friction points. In doing so, you will dramatically improve your Employee Experience.
To learn more about Feedier, you can visit our website or book a product demonstration directly with a member of the team.
