Daniel Martín
By Daniel Martín on March 12, 2024

Employee Net Promoter Score: the ultimate guide

In today's competitive business landscape, organisations recognise the critical importance of employee satisfaction and engagement in driving success. One metric that has gained significant traction in measuring these factors is the Employee Net Promoter Score (eNPS). eNPS offers a valuable tool for understanding employee feeling and identifying areas for improvement within the workplace.
In this article, we'll delve into what eNPS is, its significance in measuring employee satisfaction and engagement, and how organizations can leverage it to drive positive change in the workplace.
Table of Content

1. What is the employee net promoter score (eNPS)?

The Employee Net Promoter Score (eNPS) is a metric used by organisations to measure employee satisfaction and engagement. It is based on the concept of the Net Promoter Score (NPS), which is commonly used in customer satisfaction surveys.
The eNPS typically involves asking employees a single question: "On a scale of 0 to 10, how likely are you to recommend our company as a place to work?" Based on their responses, employees are categorised into three groups:
  1. Promoters (score 9-10): These are employees who are highly satisfied and likely to recommend the company to others.
  1. Passives (score 7-8): These are employees who are generally satisfied but not enthusiastic or likely to actively promote the company.
  1. Detractors (score 0-6): These are employees who are dissatisfied and may even speak negatively about the company to others.
eNPS is used by organisations as a quick and simple way to gauge employee feelings and identify areas for improvement in the workplace. It can be measured periodically to track changes in employee satisfaction over time.
A good Employee Net Promoter Score (eNPS) typically falls within a range that reflects a positive feelings among employees. While specific benchmarks may vary depending on factors such as industry, company size, and regional norms, here's a general guideline:
  • Positive eNPS (Above 0): A positive eNPS indicates that there are more promoters (employees who are highly satisfied and likely to recommend the company) than detractors (employees who are dissatisfied and may speak negatively about the company). This is generally considered a good sign, showing that a majority of employees have a favorable view of the organisation.
  • High eNPS (Above 30): Scores above 30 are often considered excellent and indicative of a highly engaged and satisfied workforce. In organisations with high eNPS scores, employees are not only satisfied with their jobs but also enthusiastic about promoting the company to others. This can contribute to a positive employer brand and potentially lower turnover rates.

2. Benefits of measuring the eNPS

Measuring eNPS, or Employee Net Promoter Score, offers several benefits to organisations:
  1. Employee Engagement: eNPS provides insights into the level of engagement among employees. Engaged employees are more likely to be productive, committed, and contribute positively to the organisation's success. By measuring eNPS, companies can gauge the overall level of employee engagement and take steps to improve it if necessary.
  1. Identifying Areas for Improvement: eNPS surveys can help identify specific areas where the organisation may be falling short in terms of employee satisfaction and loyalty. This feedback can be used to address issues such as workplace culture, communication, leadership, and work-life balance, ultimately leading to a more positive and supportive work environment.
  1. Retention and Talent Management: High eNPS scores are often correlated with lower turnover rates and higher employee retention. By measuring eNPS regularly, organisations can track changes in employee sentiment and take proactive measures to retain top talent. This can include offering competitive salaries and benefits, providing opportunities for professional development, and fostering a positive work culture.
  1. Enhancing Employer Brand: Employees who are satisfied and engaged are more likely to become advocates for the organisation, both internally and externally. A high eNPS score can enhance the employer brand, making it easier to attract top talent and retain existing employees. Positive word-of-mouth from current employees can also attract potential customers and clients.
  1. Benchmarking and Comparison: eNPS scores can be benchmarked against industry standards or compared to competitors' scores to assess how the organisation stacks up. This can help identify areas of strength and weakness relative to peers and inform strategic decisions aimed at improving overall performance.
Overall, measuring eNPS provides valuable insights into employee satisfaction, engagement, and loyalty, enabling organisations to make data-driven decisions that support their workforce and drive business success.

3. How to measure the eNPS in your organisation

Measuring eNPS typically involves the following steps:
  1. Designing the Survey: Create a simple survey questionnaire that includes the eNPS question along with any additional questions you may want to ask to gather more insights into employee satisfaction and engagement. Keep the survey brief to encourage higher response rates.
  1. Administering the Survey: Decide on the method for administering the survey. This can be done through online survey platforms, email,or internal communication channels. Ensure that the survey is accessible to all employees and that responses are anonymous to encourage honest feedback. 
  1. Ask the eNPS Question: Present the eNPS question to employees: "On a scale of 0 to 10, how likely are you to recommend our company as a place to work?" Allow employees to select a score based on their level of satisfaction.
  1. Categorising Responses: Once responses are collected, categorise employees into promoters (score 9-10), passives (score 7-8), and detractors (score 0-6) based on their scores.
  1. Calculate the eNPS: Subtract the percentage of detractors from the percentage of promoters to calculate the eNPS score. Passives are typically not included in the calculation.
  1. Analyse and Interpret Results: Analyse the eNPS score along with any additional feedback collected through the survey. Identify trends, areas of strength, and areas for improvement based on the results.
  1. Action Planning: Develop an action plan to address any issues highlighted by the eNPS survey. This may involve implementing changes to improve employee satisfaction, addressing specific concerns raised by employees, or recognising and reinforcing positive aspects of the workplace.
  1. Follow-Up Surveys: Conduct eNPS surveys regularly to track changes in employee sentiment over time and measure the effectiveness of any initiatives implemented based on previous survey results.
By following these steps, organisations can effectively measure eNPS and use the insights gained to enhance employee satisfaction, engagement, and overall organisational performance.

4. How to improve employee net promoter score?

Improving Employee Net Promoter Score (eNPS) involves a combination of strategies aimed at enhancing employee satisfaction, engagement, and loyalty. Here are some effective ways to improve eNPS:
Listen to Employee Feedback: Actively request feedback from employees through surveys, focus groups, suggestion boxes, or one-on-one meetings. Pay attention to their concerns, suggestions, and ideas for improvement.
Address Areas of Concern: Identify recurring themes or areas of dissatisfaction highlighted by employee feedback and take concrete steps to address them. This could involve improving communication, addressing workload issues, providing better training and development opportunities, or enhancing workplace amenities.
Foster a Positive Work Culture: Cultivate a positive and inclusive work environment where employees feel valued, respected, and supported. Encourage open communication, recognise and reward employee contributions, and promote work-life balance.
Invest in Employee Development: Provide opportunities for skill development, career advancement, and continuous learning. Offer training programs, mentorship opportunities, and support employees' career growth aspirations.
Empower Employees: Empower employees to take ownership of their work and contribute to decision-making processes. Encourage autonomy, delegate responsibilities, and provide opportunities for employees to make meaningful contributions to the organisation.
Promote Work-Life Balance: Support employees' well-being by promoting a healthy work-life balance. Offer flexible work arrangements, time off, and resources for managing stress and maintaining overall wellness.
Recognise and Reward Performance: Recognise and reward employees for their achievements, contributions, and efforts. Implement recognition programs, celebrate milestones, and provide tangible rewards and incentives for exceptional performance.
Promote Team Collaboration: Foster a collaborative work environment where employees feel connected to their colleagues and work together towards common goals. Encourage teamwork, collaboration, and knowledge sharing across departments and teams.
Lead by Example: Leadership plays a crucial role in shaping organisational culture and employee engagement. Lead by example, demonstrate integrity, transparency, and empathy, and actively engage with employees to build trust and rapport.
Measure Progress and Adjust Strategies: Continuously monitor eNPS scores and track progress over time. Use feedback and data to evaluate the effectiveness of initiatives and adjust strategies as needed to further improve employee satisfaction and engagement.
By implementing these strategies, organisations can create a positive and supportive work environment that fosters employee loyalty, satisfaction, and advocacy, ultimately leading to higher eNPS scores and improved overall performance.