If you have any thoughts about your products and services, you know how important it is to know customer satisfaction. This handy tool, also known as an NPS (Net Promoter Score), is used by businesses around the world to gain a clear understanding of what their customers think of them.
But eNPS is the next step in this process, and at eNPS we find out more about our employees and how satisfied they are. This simple and easy engagement tool is very similar to NPS measurement, but also the information it provides improves your team's daily workflow.
By using this information, your employees become more productive because there are fewer obstacles in their path. Among other things, this is just one of the many benefits that eNPS brings to your organization's productivity analysis.
In this guide, we'll learn more about eNPS, its benefits, how to calculate eNPS, and understand what really counts as a good Employee Net Promoter Score.
What is eNPS?
The Employee Net Promoter Score or eNPS for short is a feedback metric used to assess how likely your employee is to recommend your organization as a good place to work.
This is done by asking employees a simple question;On a scale of 0 to 10, what is the probability that you would recommend [company name] as a place of employment?
Since employees are different from customers based on their NPS score, there has been criticism that this type of question will miss many of the subtle nuances that will surface in employees' minds about their workplace. They have invested time and financial and emotional resources in the organization, one question cannot cover all the different things they can think of when evaluating.
Therefore, the score has an indicator that better rates your eNPS employees. According to the score awarded, your employees:
- promoters
- neutral
- critics
We'll look at this score and what it means in more detail later in this guide.
Benefits of using eNPS?
Of course, the use of this system will bring benefits, including:
- Helps measure loyalty: As you'll see, the score indicates how someone feels about recommending the company, which in turn ranks that person as a supporter or critic of the organization.
- Helps to understand employee satisfaction: the premise is to see what value they bring to the organization for others, which should reflect their own experiences.
- It helps determine the level of involvement: like satisfaction and loyalty, it indicates to what extent they are involved in the organization.
- Helps increase productivity – Based on your answers, you can begin to see if there is a pattern within the department or elsewhere, and then implement other measures to increase productivity.
- Helps increase employee retention and minimize turnover – As with productivity, spotting potential issues can be better addressed, which in turn helps to retain staff as there are fewer barriers to overcome.
- It's an easy metric to use: it's just one question, one score, with little margin for error, and it makes it easy to track over time.
- It doesn't take much time: for the one who asks or for the one who answers. You don't spend hours, days or weeks thinking about questions, and it's the perfect pulse test to gauge your employees' reactions.
- Most people are familiar with satisfaction surveys – you don't need training on how to answer them, most people are familiar with them.
- Less survey fatigue = higher participation rate – Unlike other surveys that require a lot of time and thought, it takes little time to answer, so more employees are willing to do it.
- It's affordable: you can easily send eNPS (and reminders) through your company's preferred communication channel.
- There is a clear parallel with NPS: having similar customer and employee experience metrics can be attractive.
How to Calculate eNPS
As described above, the eNPS survey is based on a single question;On a scale of 0 to 10, how likely are you to recommend [company name] as a good place to work?
The responses to this question are then scored based on criteria that divide each respondent into Promoters, Passives or Neutrals, and Detractors.
- Promoters - rating from 9 to 10
- Passive or Neutral - score from 7 to 8
- Critics - rating from 0 to 6
promoters
Promoters are employees who recommend the company to friends and family as a great place to work and are highly engaged. They will talk about the organization with most people they meet. They are happy with the way things are running and have few to very few complaints and are seen primarily as high achievers who want to drive the business forward and score a nine or ten.
passive
These people are not engaged or disengaged, they are just happy with their work, but may have minor issues with the company culture. They won't be people who will talk about the company at events or social gatherings, but they won't discourage others from joining the organization either. Your eNPS score is seven or eight.
critics
It is the employees who can hinder the development of the company. Promoting the company and openly expressing negative opinions about its operation is contrary to their interests. These employees are actively disconnected and have an eNPS score of zero to six. Your dissatisfaction can often reflect on your work and affect the productivity of the company.
Before you can calculate your company's eNPS, you must first remove Passive. Subtract the percentage of Detractors from the percentage of Promoters.
Therefore, your eNPS score = % Promoters - % Detractors
Based on this scoring rule, it would mean that if there were 0% promoters and 100% detractors, the score would be -100% (not good). Therefore, the result ranges from -100 to +100.
Here's another example of how scoring works:
- 50% of those surveyed are Promoters
- 30% were neutral (not included in the final count)
- 20% were critical
- The eNPS is therefore: 50 - 20 = 30
What is considered a good Employee Net Promoter Score?
It goes without saying that as the person responsible for understanding how satisfied an employee is with their workplace, enough to promote or put them down to friends, coworkers, and even family members, you'll want to know who would be considered a good Employee Promoter Net Score.
There is one school of thought that considers any score between 10 and 30 to be good, and anything over 50 to be considered excellent. However, it should be noted that the results obtained must also be related to previous results and therefore reflect evolution.
There may be times when, after completing your first eNPS, it's not enough to really know where your employees are in terms of your organization's recommendations. Complete these surveys regularly, either quarterly or twice a year, to better understand and determine how well you are doing with your employees.
In summary
Assessments can be a powerful tool when used correctly. For example, Thomasevaluation packagehelps identify candidates and employees who can display appropriate behavior, predispositions, and even emotional intelligence to perform their duties to the best of their ability.
The eNPS score is designed to assess how likely your employee is to recommend your organization as a good place to work. Are your employees really happy? Would they be more likely to publicly promote or speak out against you? eNPS will help you understand this better and give you a better idea of how motivated your employees are.
FAQs
What is eNPS employee Net Promoter Score? ›
What Is eNPS (Employee Net Promoter Score)? Employer Net Promoter Score, or eNPS, is a scoring system designed to help employers measure employee satisfaction and loyalty within their organizations.
What is the eNPS score for employees? ›The Employee Net Promoter Score (or eNPS) is a metric used to measure employee engagement and loyalty towards a business. The eNPS is directly correlated to the short-medium term intentions of an employee. It is a score that is often measured as part of a wider study looking at employee satisfaction.
What is a good eNPS score 2023? ›Calculating your Employee Net Promoter Score is easy. Simply subtract the number of detractors from the number of promoters, and ignore passives. A score between -10 to +20 is considered normal. Anything between +40 and +50 is considered to be an excellent score.
How many responses do you need for a Net Promoter Score? ›As Rob Markey has said several times in the Bain Net Promoter System podcast, NPS results can be considered reliable when you get 40% or more of your customers to respond. Bain (with whom I have no commercial arrangement at all) are typically able to get their clients to response rates between 40 and 60%.
What is a good eNPS number? ›What is a good eNPS? An eNPS score can range from -100 to +100. We often advise clients that a score between +10 to 30 is good, but higher scores are possible. In line with this, a score of +50 would be considered excellent, whereas +80 is best-in-class.
What is difference between NPS and eNPS? ›eNPS is an online platform provided by NPS Trust for enabling individuals to open his/her Individual Pension Account under NPS (Tier-I & Tier-II) and also facilitate the new or existing subscribers to make initial or subsequent contributions respectively to their Individual Pension Account under NPS using netbanking ...
How do I get my eNPS score? ›eNPS is calculated using the following formula: eNPS = percentage of Promoters minus percentage of Detractors. The result can range from -100 to +100.
What is eNPS score examples? ›eNPS = Percentage of promoters – percentage of detractors
For example, if your organization has 100 employees on its roster, 25 of whom are promoters, 10 are detractors, and the rest are neutrals, your employee net promoter score (eNPS) equals 25 – 10 = +15.
| Company | Website | |
|---|---|---|
| 1 | Apple | https://www.apple.com |
| 2 | google.com | |
| 3 | Microsoft | https://www.microsoft.com/ |
| 4 | Coca-Cola |
eNPS scores can range from -100 through to 100. Technically, anything above 0 is considered an acceptable score. This would mean a completely even split of Promoters and Detractors at your company.
What is the average eNPS for companies? ›
Employee net promoter scores are different across sectors. Research by Perceptyx indicates that the overall eNPS benchmark is 12, while other reports indicate the average eNPS at 14 across all organizations gathering staff data that measure eNPS.
Why is eNPS score important? ›Employee Net Promoter Score often serves as an early warning indicator if your key talent is satisfied or not. Digging deeper into the survey responses, you're also able to identify the reasons why top performers are more invested in your company and how to improve your workforce's engagement overall.
What is a bad Net Promoter Score? ›If your NPS score is between 30 to 40, you have a good NPS score. You may be far away from the leaders with scores such as 55, 60, etc. But if your score is 25 or even below, it's considered as bad NPS score. You need to convert your detractors into promoters.
Does Net Promoter Score matter? ›A good Net Promoter Score can reflect a generally positive perception of your business. It offers measurable goals. Tracking your NPS over time can give your team a way to measure improvements in customer service and satisfaction. It demonstrates goodwill level.
Is Net Promoter Score still relevant? ›The net promoter score is relevant because it is a reflection of how well your agents are able to deliver a smooth experience for customers, and indicates how well a brand ambassador program might work for your brand. It is one metric of many, designed specifically for these purposes.
What is Apple's eNPS score? ›In 2022, Apple's eNPS score was 19. Even though it might not seem impressive in comparison to its NPS, it's still a good score given that employees tend to be harsher critics than customers. One of the factors that contribute to Apple's high employee satisfaction is its focus on employee development.
Is eNPS a good metric? ›eNPS is a powerful culture metric used to gauge employee engagement in real-time. It's a direct reflection of employee engagement and organizational culture health overall. A strong eNPS score means employees are more likely to recommend their employer as a great place to work.
How do you use eNPS? ›To calculate your eNPS score, you simply subtract the percentage of Detractors from the percentage of Promoters (ignoring the neutral Passives). So, if 20% of your respondents are Promoters and 20% are Detractors, your eNPS score is actually 0. That seems low!
What is eNPS and how is it calculated? ›The eNPS score for a period of time (typically a month) is calculated by subtracting the percentage of detractors from the percentage of promoters. (The passives do not count in the scoring.) The score is displayed as a number (not as a percentage) within the range of -100 to +100.
How often should you measure eNPS? ›How often should you conduct eNPS®? It is ideal to conduct an eNPS® survey every three to four months. Since the eNPS® consists of a few questions, it is better to conduct it more often.
What is Amazon's NPS score? ›
| 67% | Promoters |
|---|---|
| 17% | Passives |
| 16% | Detractors |
Starbucks's Net Promoter Score (NPS) is a 35 with 56% Promoters, 23% Passives, and 21% Detractors. Net Promoter Score tracks whether Starbucks's customers would recommend using the product based on a scale of -100 to 100.
What is Airbnb Net Promoter Score? ›Airbnb's Net Promoter Score (NPS) is a 28 with 53% Promoters, 22% Passives, and 25% Detractors. Net Promoter Score tracks whether Airbnb's customers would recommend using the product based on a scale of -100 to 100.
Is 70% a good Net Promoter Score? ›If your NPS is higher than 30, that would indicate that your company is doing great and has far more happy customers than unhappy ones. An NPS over 70 means your customers love you and your company is generating a lot of positive word-of-mouth from their referrals.
How accurate is Net Promoter Score? ›Bain & Company argues that it's an extremely reliable metric. But critics of NPS say there isn't any connection between NPS and customer loyalty, that NPS fails to predict customer loyalty, and that it isn't any better than other loyalty-related surveys.
What are the 3 level of ratings in the Net Promoter Score? ›Depending on the score that is given to the Net Promoter question, three categories of people can be distinguished: Promoters = respondents giving a 9 or 10 score. Passives = respondents giving a 7 or 8 score. Detractors = respondents giving a 0 to 6 score.
Is a Net Promoter Score a KPI? ›A net promoter score is a KPI that indicates how customers view your company and whether your reputation is sound. The score looks at the percentage of your customers likely to recommend your company's products or services.
Why do companies care about NPS? ›Easier benchmarking: NPS is a standard metric used by companies globally. As such, it lets you place your score in the context of other scores in your industry and see how you measure up. NPS is also ideal for presenting to senior management as a big-picture snapshot of customer loyalty at a given moment.
What affects Net Promoter Score? ›A brand's market reputation is one of the key factors that help determine its NPS. Being aware of how a product is perceived in the market, its loyal fan base, the level of service offered and others are important to gauge the probability of your customers staying loyal towards your brand.
How is eNPS score calculated? ›The eNPS score for a period of time (typically a month) is calculated by subtracting the percentage of detractors from the percentage of promoters. (The passives do not count in the scoring.) The score is displayed as a number (not as a percentage) within the range of -100 to +100.
What is a good percentage of promoters in NPS? ›
Anything above 20 is considered "favourable". Bain & Co, the source of the NPS system, suggests that above 50 is excellent, and above 80 is world class.
How can I improve my eNPS score? ›- Work with senior leaders to set the tone. ...
- Ensure complete anonymity for those responding to the survey. ...
- Provide opportunities for employees to give input. ...
- Take stock of your reputation. ...
- Celebrate and acknowledge employees for going above and beyond.
- Promoters = percentage of strongly agrees (5's)
- Passives = percentage of agrees (4's)
- Detractors = percentage of strongly disagrees, disagrees, and neutrals (1-3's)
- eNPS = Promoters - Detractors.
At work, NPS became eNPS (Employee Net Promoter Score). Rather than measuring customer loyalty, eNPS is used in employee surveys and is intended to measure employee loyalty. Asking eNPS questions allows managers to gain an understanding of how loyal and dedicated your workforce is on the whole.
Is 5% of NPS good? ›It's agreed upon that an NPS between 0 and 30 is a good starting point. If you range above 30 up to 70, you're doing a great job, and scores above 70 are excellent.