Understanding Employee Net Promoter Score (eNPS)
Understanding eNPS
Ever heard of eNPS or Employee Net Promoter Score? eNPS helps you track employee satisfaction — which plays a vital role to a striving business. Employee engagement directly impacts retention, productivity, and overall company performance.
What is employee satisfaction and why is it important?
Employee satisfaction is the level of contentment or fulfillment employees experience in their work environment. What are some factors that employees take into account? Job security, recognition, work-life balance, career growth opportunities, and the overall culture of the organization affect a company’s eNPS score.
Satisfied employees are more likely to be engaged, motivated, and committed to their work. They exhibit higher levels of productivity and lower turnover rates. Dissatisfied employees can have a detrimental impact on team morale, customer service, and overall company performance. By tracking employee engagement and satisfaction, HR leaders can make more effective decisions to improve overall company experience.
Employee Net Promoter Score (eNPS)
The Employee Net Promoter Score (eNPS) is a metric that measures employee engagement. The eNPS provides insight into the current state of the company from an employee’s perspective. It is based on a single question: "On a scale of 0 to 10, how likely are you to recommend this company as a place to work?".
The eNPS scale ranges from -100 to +100, with scores above 0 indicating positive employee sentiment and scores below 0 indicating room for improvement. The eNPS score is calculated by subtracting the percentage of detractors (employees who score 0-6) from the percentage of promoters (employees who score 9-10).
Understanding the eNPS scale
A positive eNPS score indicates that employees are more likely to recommend your company as a great place to work. A negative eNPS score suggests that employees are dissatisfied and may not speak positively about their experience working at your company. eNPS is only one indicator of many in understanding overall employee satisfaction.
Calculating the eNPS score is simple. To calculate the eNPS:
Subtract the percentage of detractors from the percentage of promoters.
For example, if 70% of employees are promoters and 30% are detractors, the eNPS score would be 40. It's important to note that while the eNPS score provides a valuable snapshot of employee sentiment, it should be used in conjunction with other employee feedback mechanisms for a comprehensive understanding of employee satisfaction.
Employee Net Promoter Score (eNPS) Versus Net Promoter Score (NPS)
Although similar approaches, eNPS differs from NPS in their target audience. NPS is the process of evaluating customer satisfaction whereas eNPS deals with employee satisfaction. There is a correlation between the two scores. A low eNPS can result in a low NPS because employees are less likely to recommend company products or services. This, in turn, lowers overall satisfaction rates.
Measuring eNPS with technology
The best way to capture and track eNPS trends is through a central software platform. Arbor enables leaders to send engagement surveys, capture employee feedback, and improve workplace outcomes. Arbor’s analytics dashboard enables leaders to instantly understand trends within their organization, including eNPS, and uncover workforce insights. To learn more about how Arbor’s surveys can help drive employee engagement within your organization, schedule a demo today.
