Unlocking valuable insights into employee satisfaction and loyalty is a key endeavor for any organization seeking to foster a positive workplace culture. One powerful tool in this pursuit is the Employee Net Promoter Score, or eNPS, which can be added to any engagement campaign to assess the likelihood of employees recommending their workplace to others. This article walks the eNPS question in engagement surveys.
In this article, you will learn...
Access and availability
⛔️ Required access to the Campaigns page in Engage.
👥 This article is relevant to individuals with results access in Engagement.
📦 This feature is available in the Engage, Perform, and Total Platform pricing packages.
What is eNPS? 🤔
eNPS, short for employee Net Promoter Score, is a valuable metric in gauging employee satisfaction and loyalty. When incorporated into an engagement campaign, it involves asking respondents a crucial question about their likelihood to recommend the organization as a great place to work, offering insights beyond numerical scores.
When eNPS is added to an engagement campaign, respondents will be asked:
- "On a scale from 0-10, how likely are you to recommend {Organization Display Name} as a great place to work?". Respondents answer this question on a 10-point Likert scale with 0 being very unlikely to 10 being very likely.
- Respondents also have the option to provide an open response to the prompt, "What was the primary reason for your answer?".
How is eNPS calculated? 🧮
When eNPS is added to an engagement campaign, respondents will be asked, "On a scale from 0-10, how likely are you to recommend [Organization] as a great place to work?" Respondents answer this question on a 10-point Likert scale with 0 being very unlikely to 10 being very likely.
The system generates a score using the responses to this question, first by sorting ratings into three categories: promoters, passives, and detractors.
- 🟢 Promoters are those employees who are highly satisfied and likely to recommend your organization as a place to work. Employees who responded with scores of 9 or 10 fall into this category.
- 🟡 Passives are employees who are satisfied enough to be content but may not be entirely engaged. These employees are not likely to recommend the organization as a workplace. Still, they may not speak negatively about the company. Employees who responded with scores of 7 or 8 fall into this category.
- 🔴 Detractors are those who are unlikely to recommend their organization, which may indicate some level of employee dissatisfaction. The risk of detractors leaving the business is high, and swift action is necessary to prevent this from happening. Employees who responded with scores between 0-6 fall into this category.
The score is calculated by subtracting the percentage of employees that responded as detractors from the percent of employees that responded as promoters:
eNPS = % Promoters - % Detractors
eNPS scores can range from -100 to 100. According to Great Place to Work, a good score is anywhere between 10 and 30, and a score of 30 or greater is considered excellent.
Example
An organization has 150 employees, 78 (55%) of whom are Promoters and 30 (20%) of whom are Detractors.
eNPS = % Promoters - % Detractors
eNPS = 55 - 20
eNPS = 35
In this example, the eNPS score is 35, which is considered excellent. It indicates that the organization has a significantly higher percentage of employees who are enthusiastic about recommending their workplace compared to those who would not. A score in this range reflects a healthy workplace culture, strong employee engagement, and satisfaction. To maintain or improve this score, the organization should continue its efforts in fostering a supportive and engaging work environment.
Reporting Options for eNPS 📊
When you include the eNPS question in an engagement campaign, you can use the eNPS tab to see how employees responded to it.
eNPS results will be available for the organization and any group that meets confidentiality standards when the assessment closes.
The following reporting options are available:
- eNPS score: See a quick measure of how employees feel about your organization.
- Response breakdown: View the distribution of responses provided to the eNPS survey question.
- eNPS trend: Visualize how eNPS trends survey over survey.
- eNPS breakdown: See a breakdown of how specific cohorts of your organization responded to the eNPS question.
- Feedback (located in the "Feedback" tab of results): See how employees responded to the open-ended eNPS question ("What was the primary reason for your answer?")
Learn more in our "Analyze Engagement Results using the HR Outcomes Dashboard" article.
Related Resources 📝
- Help Center article 💡: Add eNPS to an engagement campaign
- Help Center article 💡: Analyze Engagement Results using the HR Outcomes Dashboard