Market researchers talk about net promoter scores (NPS) a lot, but what is eNPS? eNPS stands for employee net promoter score. The difference between NPS and eNPS is the survey audience.
NPS typically measures results from customers or members, while eNPS measures results and company ratings from employees.
Our employee survey company shares how to measure and use eNPS in this short video.
Prefer to read? Our employee engagement research firm explains what eNPS is, how to measure it, and how to use the data to create a better work environment below.
How to Measure Employee Net Promoter Score (eNPS)?
Measuring eNPS is just like measuring NPS.
Employee net promoter score ratings are measured based on the results of one specific question, how likely employees are to recommend the organization/employer. This question should be included in an employee engagement survey.
Here’s what an eNPS question looks like:
Q: How likely are you to recommend [Insert Employer Name] as a place to work?
Answers include a rating scale of 0 to 10, where 0 is not at all likely and 10 is extremely likely.
The ratings are placed into three groups called promoters, passives, and detractors:
- Promoters are those who are very likely to recommend the employer and select a rating of 9 to 10.
- Passives are somewhat likely to recommend the employer and select a rating of 7 or 8.
- Detractors are unlikely to recommend the employer and select a rating of 0 to 6.
Ideally, organizations want to see as many promoters as possible and as few detractors as possible.
How is eNPS calculated?
An employee net promoter score is calculated as the difference in the percentage of promoters (those who rate a company 9 or 10) and detractors (those who rate a company 0 to 6).
Passives, or those who could be swayed to being a promoter or a detractor, are those who rate a company a 7 or 8. Scores can range from -100 to +100.
For example, if the results were:
- 30% selected a rating of 10
- 34% selected a rating of 9
- 10% selected a rating of 8
- 10% selected a rating of 7
- 10% selected a rating of 6
- 1% selected a rating of 5
- 1% selected a rating of 4
- 1% selected a rating of 3
- 1% selected a rating of 2
- 1% selected a rating of 1
- 1% selected a rating of 0
The eNPS groups are:
- 64% promoters
- 20% passives
- 16% detractors
Based on these results the eNPS score is +48.
How to use Employee Net Promoter Score (eNPS)?
eNPS helps employers understand how likely employees are to recommend it as a place to work. The results provide context to other satisfaction ratings within an employee survey.
The results of eNPS should also be benchmarked to past results, similar organizations, and/or the industry overall. This helps employers put the results of eNPS into perspective, while the score by itself is less meaningful and provides little context.
Rather than just asking one question to measure eNPS, best practices are to measure different metrics within an employee survey by a third-party.
The results from employee surveys are analyzed in a way that pieces a puzzle together to help the employer understand how satisfied employees are, what drives employee satisfaction, and the best ways to increase employee satisfaction.
Drive Research is a national employee engagement research company. Our team has the knowledge and tools to design a robust employee engagement survey with eNPS ratings.
Interested in learning more about employee research with Drive Research? Contact us today.
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As a Senior Research Analyst, Emily is approaching a decade of experience in the market research industry and loves to challenge the status quo. She is a certified VoC professional with a passion for storytelling.
Learn more about Emily, here.