What is Employee Net Promoter Score?

I am currently developing an eNPS programme, and it is interesting to note that many people are not familiar with what it entails, so here is a brief overview:

eNPS stands for Employee Net Promoter Score. Its purpose is to provide the leadership team with insights into how employees perceive their workplace. It helps to raise awareness of employee loyalty and engagement for my clients in a relatively simple manner.

The initial stage involves me creating a survey on behalf of my clients that asks employees (on a scale of 1–10) how likely they are to recommend the organisation as an employer of choice.

Responses are then classified into three groups:

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  Group 1 consists of employees who rate the organisation a 9 or 10 and are referred to as Promoters. This group is typically very dedicated to the company.
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  Group 2 includes employees who rate the organisation a 7 or 8 and are called Passives. These employees are generally neutral in their feelings towards the company.
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  Group 3 comprises employees who give a score of 0 to 6 and are known as Detractors. They are likely to be dissatisfied and considering leaving.

The eNPS is calculated by subtracting the percentage of Detractors from that of Promoters. The higher the positive score, the better.

Though not very common, I also advocate for the scores to be analysed at a more granular level, such as by department, region, job level, team, unit, job type or performance grades, as this provides deeper insight into specific groups.

I then gain further insights by including additional questions in the survey, allowing for analysis of how certain demographics or high-performing employees scored the organisation.

Although eNPS is only the first stage, it serves as an excellent indicator of an organisation’s standing regarding employer branding, workplace culture, environment, and employee engagement.

Following the communication of the analysis, my next step is to design Employee Experience initiatives aimed at addressing any weaknesses and further strengthening existing areas of success.

Please send me a message if you would like to learn how we can help with your organisation’s Employee Experience needs.

Wishing everyone a great week ahead!