The Answer … Employee Net Promotor Score (eNPS)

By Natanya Rutstein

image1We know by now that an engaged workforce is something that we should all strive for, the reason being…engaged employees are satisfied employees, enthusiastic about their work and their company, happy with their team members and willing to make the extra effort towards increasing productivity and customer satisfaction. But how do we measure the success of our efforts to engage our workforce?

The Answer … Employee Net Promotor Score (eNPS)

The concept of Net Promotor Score (NPS) was designed by Bain & Co in the early 1990’s as a simple and highly effective metric to measure customer loyalty. The NPS asks one simple question – “On a scale of zero to ten, how likely are you to recommend this company to a friend or relative?”.

A few years later, Apple adapted the question and used it as a measure to employ the most talented employees in their retail stores. They asked employees “How likely would you be to recommend the retail store as a place to work”. Apple had adapted NPS to measure employee engagement. Hence, the birth of eNPS!

The eNPS as a variant of the original NPS poses the question “On a scale of zero to ten, how likely is it that you would recommend this company as a place to work?”. The scores are then segmented into three groups – promoters, passives and detractors. Employees scoring 9-10 are classified as promotors who will definitely recommend employment at the company. Passives are those that gave a score of 7-8 and are neither very happy nor unhappy and are unlikely to talk positively or negatively about the company. Detractors scored between 0-6 and are not likely to recommend employment at the company to anyone. The eNPS is then calculated by subtracting the percentage of detractors from the percentage of promoters.



Is a Single Question Sufficient?

The greatest strength of eNPS is its simplicity and time efficiency which makes it an extremely popular metric with both managers and employees. However, the score alone will not provide you with the information you need to understand what is making your employees happy or unhappy and what you could do to improve their level of engagement.

The solution to this is to always follow up with a second question in order to gain deeper insight into why the respondents chose their particular answer. You may also ask questions to find out what they appreciate most about the company, what you should stop doing and what you can do to improve. The eNPS is an excellent measure over time as well as a benchmark and works best when implemented at regular intervals throughout the year.

Implementing eNPS should form just one part of your Voice of Employee strategy and is an easy place to start the process of creating a culture of employee feedback and continuous dialogue in your company. So, don’t delay and start to measure the engagement levels in your organisation in a simple and efficient way through eNPS.

Through its partnership with HappyOrNot, The Talent Hub international can help you to monitor your company’s eNPS.



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