Employee Net Promoter Score® (eNPS®) is a method for measuring employee loyalty and is similar to Net Promoter Score, from which it has evolved.
Question:
The core of the method is the question, "How likely is it that you would recommend your workplace to a friend or colleague?" Employees answer this question on a scale from 0 (Not at all likely) to 10 (Extremely likely). Based on their choice of response, employees are categorized as:
- Promoters (9-10): These are loyal and enthusiastic employees who actively recommend the company to others.
- Passively satisfied (7-8): These employees are satisfied but not enthusiastic.
- Detractors (0-6): These are dissatisfied employees who may harm the company's reputation by speaking negatively about their workplace.
Follow-up Question:
A follow-up question asks respondents to explain their answer by selecting one or more areas that need improvement (for Detractors and Passively satisfied employees) or what makes them recommend the company (for Promoters).
Presentation:
Common ways to present eNPS touchpoint results include color-coding the different groups (Promoters in green, Detractors in red) and using a diagram to display the areas that Detractors believe need improvement alongside the areas that Promoters consider reasons for recommending the company.
Use Cases:
- Engagement: Engaged employees are crucial for a company's ability to achieve and maintain high customer loyalty. Engaged employees bring enthusiasm to their work and their company, which positively impacts other employees and customers. Ambassadors (Promoters) contribute to better customer experiences, as their positive energy leads to efficiency, creativity, and innovative ideas for the company's products, processes, and services.
- Employee Branding: The most important factor in attracting sought-after talent is a strong employee brand. Employee branding relies on activities from the company and how well they are reflected by current and former employees on platforms like Glassdoor or LinkedIn. eNPS is an effective way to capture the value of your employee brand and track this value over time.