Employee Net Promoter Score (eNPS) is a method for assessing employee loyalty. It determines the likelihood that an individual will recommend the company as a workplace and helps HR understand what employees like or dislike about the company at the current moment. This method is based on the well-known HR metric called Net Promoter Score.
Among the variety of reasons why loyalty is important, we would like to stress the following:
Loyal employees are more committed to the company and its business. They work harder and show better results.
Loyal employees reduce your recruitment costs. They stay longer with the company and recommend their friends as job candidates.
The eNPS survey can determine the level of Employee Net Promoter Score includes the following indicators of employee loyalty:
Engagement
Satisfaction
Relationship with managers and colleagues
Recognition
Growth
Strategy
Happiness
Loyalty research is based on creating questions that represent these indicators. Employees respond to these questions by assigning scores on a scale of 0 to 10, where 0 represents the minimum value and 10 represents the maximum.
Create an eNPS survey
Create an eNPS survey
From the left menu, select Surveys.
Click + Create survey and select Create from scratch or Using a template.
In the pop-up window :
Enter a survey name that describes the survey goal.
Choose the survey language.
Tick the Anonymous survey checkbox if you want the answers to be anonymous.
4. In the Details tab, you can change previously entered data and fill in the following parameters:
Allow back navigation for participants to revisit and modify their answers.
Set up the email template for the survey invitation.
The minimum number of responses must be collected (in an anonymous survey) to appear in the Comments and Score grid tab for you to see and analyze them (recommended default is 5).
Create a compelling survey introduction message.
5. Create section(s) to group and organize your questions.
6. Fill the created section(s) with the questions. Click + Add question and select Net Promoter Score question type.
🪄 The questions should be formulated as clearly and accessibly as possible. Below are examples of questions for determining Employee Net Promoter Score:
Engagement: On a scale of 0-10, how likely are you to recommend this company as a great place to work?
Satisfaction: How likely are you to recommend this company to others based on your overall satisfaction with your job?
Relationships: How likely are you to recommend your team or department as a good one to work with?
Happiness: How likely are you to recommend your workplace as a happy and positive environment?
Growth: How likely are you to recommend this company as a good place to grow professionally?
7. In the Participants tab, choose participants using conditions. By default, all employees are included as participants. You can filter employees by various parameters to ensure maximum flexibility. When adding multiple conditions, you can choose the 'Operator and' option to narrow the selection, as all your conditions must work together. Otherwise, select the 'Or' option to select employees to whom either one condition or the other applies.
8. In the Launch tab, specify start and end dates and times.
9. Optimize response rates by adding reminders, especially in the middle and closer to the end.
🪄 To increase participation, include survey objectives, remind participants of the survey anonymity, and let participants know how long it will take to complete the survey.
10. Click Save if you’d like to finish setting up the survey later, or click Save and publish if you’re done setting up the survey.
View and analyze eNPS results
View and analyze eNPS results
To access all surveys within the company, you must go to the Surveys tab from the left menu. To view the survey details and results, you must click its name.
In the Overview section, you can check the results for Net Promoter Score questions. These questions can be rated from 0 to 10. Based on the results, employees can be divided into 3 groups:
Promoters are the responses with a score of 9 or 10. These employees are loyal to the company and will recommend it as a potential workplace.
Passives are responses with a score of 7 and 8. This group does not criticize the company but is not willing to recommend it. They might change jobs if a better offer arises.
Detractors are responses with a score of 0 to 6. Employees have a negative attitude toward the company and may be seeking a new job.
The other diagram gives you details about each score separately.
In the Score grid tab, you can check the eNPS score of specific groups. By selecting filters, for example, Tenure and Department, you can check statistics for people who work in your company during the concrete interval for each department.
The eNPS is calculated according to one of the formulas:
% of Promoters (responses with a score of 9 or 10) - % of Detractors (responses with a score of 0 to 6).
(Number of Promoters - Number of Detractors / Total number of survey questions) x 100.
If someone does not complete the survey, they are automatically categorized as Neutrals who do not affect the final result.
As a result, the score can range from -100% to 100%. Here’s how to interpret eNPS scores:
-100 to 0: This is a poor score, indicating a significant number of detractors. It suggests low employee engagement, satisfaction, or alignment with the organization.
0 to +10: This range is considered 'okay.' It shows that the company has roughly as many promoters as detractors. However, there’s room for improvement.
+10 to +30: A score in this range is generally considered 'good,' suggesting more engaged and satisfied employees.
+30 to +50: This is considered a 'great' eNPS score, indicating strong employee satisfaction and engagement.
Above +50: Scores over +50 are considered 'excellent' and are a sign of a highly engaged, loyal workforce.
For most organizations, aiming for a score above +10 is a reasonable goal, though the benchmark can vary by industry.
ℹ️ Detailed description of all parameters provided for the survey you can read in the View and Analyze survey results article.