Employee Net Promoter Score®, eNPS®, is a method for measuring the loyalty of employees and is similar to Net Promoter Score from which it has emerged.
Question
The core of the method consists of the question "How likely is it that you would recommend your workplace to a friend or colleague?". The employee answers the question on a scale from 0 (Not at all likely) to 10 (Extremely likely). Based on the choice of response options, the employee is categorized as:
- Promoters (9-10) are loyal and enthusiastic employees who clearly recommend the company to others.
- Passives (7-8) are satisfied but not enthusiastic employees.
- Detractors (0-6) are dissatisfied employees who can damage the company's brand by speaking negatively about their workplace.
Presentation
Common ways to present eNPS include color-coding the different groups: Promoters (green), Passives (yellow), and Detractors (red). This displays the distribution of the different groups to provide context for the eNPS score.
It is also common to present eNPS as a single metric, which is a value between -100 and +100. To distinguish between positive and negative values, red is often used for negative values and green for positive values.
Applications
Employer Branding
The most important factor in being able to recruit sought-after talent is through a strong employer brand. Employer branding is built on activities from the company as well as how well these are reflected by current and former employees, for example on platforms like Glassdoor or LinkedIn. eNPS is an effective way to capture the value of your employer brand and track this value over time.
Customer Loyalty
One of the most important prerequisites for a company to achieve and maintain high customer loyalty is through loyal and engaged employees. Engaged employees are enthusiastic about their work and their company. Enthusiasm spreads to other employees and to customers. Employees who are promoters drive strong business development because they create a better customer experience, approach their work with positive energy, which in turn creates efficiency, creativity, and innovative ideas for the company's products, processes, and services.