How the employee Net Promoter Score works
It's a fact: happy and satisfied employees are productive. They are valuable and are the linchpin of the organization. Fortunately, you don't need a crystal ball to check if your employees are happy. You can measure that with the employee Net Promoter Score (eNPS). A variant of the Net Promoter Score that focuses on customer loyalty.
What exactly does the eNPS measure?
The eNPS measures the degree of employee happiness and satisfaction. It does so based on one central question: "How likely are you to recommend us as an employer to friends or acquaintances (on a scale of 0 to 10)?"
There are three groups of responses:
Promoters (score of 9-10): These employees have the highest engagement within the organization. They are inspired, proactive and very valuable.
Passives (score of 7-8): These employees are satisfied but less engaged than promoters. They don't go to work reluctantly, but they don't come in dancing either.
Critics (score of 0-6): Clearly not happy, this applies to employees with a score of 0 to 6. They show little initiative and certainly do not recommend their employer.
Here's how to calculate the eNPS figure
The eNPS is the difference between the number of promoters and critics within your company.
Example:
The organization consists of 50 employees
- 25 promoters (50%)
- 15 passives (30%)
- 10 critics (20%)
Then the sum 'promoters minus critics' is 50% - 20%.
To the score you omit '%', so the eNPS is 30.
What does an eNPS score mean?
How exactly you interpret an eNPS score is slightly different for each company. The score is always between -100 and 100. With a score above 0, there are more promoters than critics. Many companies consider that an acceptable score.
How do you use the eNPS score?
The score is not an end but a means. If the score is low, then it's a good time to ask more targeted questions. Where does the moderate satisfaction come from? For example, you can conduct a short "pulse measurement. The answers steer you in the direction of improvement. Turn especially to passives and critics. You want to turn them into promoters.
eNPS score leads to improvement
Make your eNPS the start of concrete improvements. Use the results to find a reason for frank conversations. Discover together with employees what works and what can be improved. Satisfied employees are more loyal and the best ambassadors you can wish for as an employer.