(Español) ▷eNPS (Employee Net Promoter Score): What is it and how is it calculated?

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eNPS (Employee Net Promoter Score): What is it and how is it calculated?

Blog

22-10-2021

It is a fact that most organizations nowadays already acknowledge the importance of their employees' experience. We are becoming more aware of the importance of having measurement indicators to guide us during the employee's journey and in the employee's relational experience with the organisation. Based on this, our eNPS or Employee Net Promoter Score has emerged.

What is the eNPS or Employee Net Promoter Score?

It is an indicator that measures the loyalty of employees with an intentional recommendation question; it is a variable of the employee's engagement with the organisation.

This indicator is obtained by asking the employee the following question: "How likely is it that you would recommend [BRAND] to a friend or family member as a good place to work?". Its measurement scale goes from 0 to 10 and the result is distributed in 3 large groups:

  • Promoters: Employees who have rated the organisation with a 9 or 10.
  • Neutral: Employees who have rated the organisation with a 7 or 8, which means that they would not recommend it.
  • Detractors: all those employees who score below 6 are employees who are not connected to the organisation and who may even make a bad recommendation of the company.

If the result shows that you have many or few detractors and neutrals, you should work to mobilise and connect them by identifying their drivers and needs at the different touch points of the employee journey, working on this in a focused way you can turn them into promoters who consider and recommend your organisation as a good place to work.

How is eNPS calculated?

The formula is obtained by subtracting the % of promoters from the % of detractors. An example could be:

70% promoters, 10% neutral and 20% detractors.

The formula applied would be:

70% (promoters) - 20% (detractors) = eNPS 50%.

It is interesting to include a question indicating the reasons for the assessment. This way you can have an additional guide to the root cause of being a promoter, neutral or detractor, so that your actions can be focused on working on those causes.

Going a little deeper into the indicator, the eNPS has 3 types of classifications depending on the scope or intention you want to have with the measurement:

1.Relational: This is the overall measurement about the relationship as a whole with the company. The survey is not launched as a consequence of any interaction with the employee.

2. Transactional: Used to collect feedback from the employee on what happens specifically in some interactions of the employee journey, such as onboarding, performance, etc.

3. Benchmark: Used to understand performance and strategic positioning in the market from a market perspective.

All three can be used on a regular basis in the organisation and can be very useful in building a Voice of the Employee (VoE) model.

Benefits of eNPS

  • Quick to calculate.
  • No long and complex questionnaires required.
  • High participation.
  • Being short and direct, the questions are usually answered by a larger number of employees.
  • Easy interpretation.
  • The result identifies the percentage of recommendation and with this you can visualise how many employees may be dissatisfied with the organisation and highly connected to it.

How to take advantage of eNPS

  • Periodicity: measure eNPS only once or twice a year, or only use it as a relational experience indicator.
  • Reading of the indicator: only use the historical progress of the indicator, leaving aside the depth of the measurement by breaking down the promoters, neutrals and detractors.

This indicator is very valuable for Employee Experience Management. You can take profit from it and use it as an advantage. Don´t wait for an annual score, make it part of your regular measurements, both transactional and relational, identifying the causes of its valuation so that you can direct your actions and know the impact they are having on your employee's recommendation.

Author: Angela Martinez,

Experience Designer.

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