eNPS: What is employee Net Promoter Score is and how to measure it

In today’s competitive business landscape, companies increasingly recognize the importance of understanding and measuring employee satisfaction and loyalty. One tool that has gained significant popularity in this regard is the Employee Net Promoter Score (eNPS). 

In this article, we will explore eNPS, how it is calculated, how to improve it, its benefits, and the difference between eNPS and the well-known Net Promoter Score (NPS).

What is eNPS (Employee Net Promoter Score)?

eNPS, short for Employee Net Promoter Score, is a metric used to measure employee loyalty and satisfaction within an organization. 

It is based on the concept of the Net Promoter Score, which was originally developed to measure customer loyalty. The eNPS methodology allows companies to gauge how likely their employees are to recommend the organization as a place to work.

The eNPS survey typically consists of a single question: “On a scale of 0-10, how likely are you to recommend our company as a place to work?” 

Based on their responses, employees are classified into three categories: Promoters (score 9-10), Passives (score 7-8), and Detractors (score 0-6). The eNPS score is then calculated by subtracting the Detractors percentage from the Promoters percentage.

How to calculate Employee Net Promoter Score?

Calculating the eNPS score involves a straightforward process. Let’s break it down into steps:

• Distribute the eNPS survey: Share the survey question with all employees, ensuring it reaches a representative workforce sample.
• Gather responses: Collect the responses and categorize employees into Promoters, Passives, and Detractors based on their scores.
• Calculate the percentages: Determine the percentage of Promoters, Passives, and Detractors within the employee population.
• Calculate the eNPS score: Subtract the percentage of Detractors from the percentage of Promoters to obtain the eNPS score.

The resulting score can range from -100 to +100, with higher scores indicating a more positive employee sentiment and stronger loyalty.

Depending on the values you get regarding eNPS, you can draw the following conclusions: 

• Low eNPS: between -100 and -10.  
• Good eNPS: between -10 and 20. 
• Very Good eNPS: between 20 and 40.
• Excellent eNPS: greater than 40.

How to improve the Employee Net Promoter Score

Here are some strategies to help improve your organization’s eNPS:

• Foster open communication: Encourage transparent communication between management and employees. Actively listen to their concerns, suggestions, and feedback.
• Provide growth opportunities: Offer professional development programs, training sessions, and mentorship opportunities to help employees enhance their skills and advance their careers.
• Recognize and reward achievements: Implement recognition programs to acknowledge and appreciate employees’ hard work and accomplishments.
• Enhance work-life balance: Promote a healthy work-life balance by offering flexible working hours, remote work options, and support programs for employee well-being.
• Create a positive company culture: Foster a positive and inclusive work environment where employees feel valued, supported, and motivated to contribute their best.

By implementing these strategies, organizations can boost employee satisfaction, increase engagement, and ultimately improve their eNPS scores.

Benefits of the  Employee Net Promoter Score

The eNPS methodology offers several benefits for organizations:

Identifying areas for improvement

By regularly measuring eNPS, companies can identify specific areas that require attention and improvement within their work environment.

Predicting employee behavior

Research has shown that employees more likely to recommend their organization are also more likely to stay longer and perform better.

Benchmarking against industry standards

Comparing eNPS scores with industry benchmarks allows organizations to understand how they fare against their competitors and identify areas where they excel or lag behind.

Employee engagement and retention

A high eNPS score indicates higher employee engagement and satisfaction levels, leading to improved retention rates and reduced turnover.

Reputation and talent acquisition

A positive eNPS score can enhance the organization’s reputation, making it an attractive employer for top talent in the industry.

What Is the Difference Between NPS and eNPS?

While both Net Promoter Score (NPS) and Employee Net Promoter Score (eNPS) revolve around the concept of loyalty, they focus on different stakeholders. NPS measures customer loyalty, whereas eNPS measures employee loyalty.

NPS helps companies understand how likely their customers are to recommend their products or services to others. On the other hand, eNPS provides insights into how likely employees are to recommend their organization as a place to work.

By tracking both NPS and eNPS, companies can comprehensively understand their overall performance, customer satisfaction, and employee engagement. This holistic approach enables organizations to make informed decisions and drive improvements across the board.

6 guidelines to consider when measuring eNPS

In order to help you effectively measure employee satisfaction, we will share some factors that are essential for a successful measurement of Employee Net Promoter Score (eNPS).

1. Create a robust internal communication strategy: Explain the importance of these types of surveys and the need for participants to provide honest responses.

2. Ensure participant privacy: Protecting participants’ privacy is crucial to obtaining sincere and genuine responses.

3. Survey during ordinary times: Be mindful that values may be negatively affected if the survey is conducted during a period of heavy workload or positively influenced if incentive strategies are implemented, for example.

4. Regularly repeat the survey under the same conditions: This allows you to analyze the results of different HR strategies to improve the eNPS score. Additionally, it reinforces a feedback culture within your organization, which benefits your relationship with your teams.

5. Express appreciation for participation at the end of the survey: Showing gratitude enhances employees’ trust in the process and demonstrates your commitment to collaboration and active listening.

6. Communicate the results openly: Transparency in sharing the results, even if they are not as expected, is highly valued by teams. This step serves as an initial move towards improving working conditions, aligning with the company’s continuity and development strategy.

While eNPS is a good indicator of employee satisfaction, it is important to delve into the reasons behind the responses using other methodologies such as 360-degree evaluations or creating focus groups with different departments, among many other possibilities.

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