The Employee Net Promoter Score seeks to provide employers with a quick overview of staff loyalty levels within their organisation, by asking their employees the question:
On a scale of zero to ten, how likely is it that you would recommend our organisation as a place to work?
Employees are encouraged to rate their response based on this scale, so their employer can sort their answers into the following three categories ranging from low to high:
The combined responses are then collated and calculated to give you an overall eNPS score and a better idea of the extent to which employees would act as advocates for the business.
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Employee Net Promoter Score surveys provide an effective measure of staff engagement throughout the employee lifecycle, from their views about their job, working conditions and the training available to them, to their feelings about colleagues, management and the wider company culture.
During the period between when they are recruited to when they leave, there's a lot of time for an employee's views to change. This makes eNPS surveys, frequently run, a quick and effective barometer for measuring their engagement levels throughout their employment.
Typically, the more motivated and engaged an employee is, the more likely they will be to recommend their company as a good place to work to others.
As a quick and simple way of measuring staff commitment with a score that you can use to benchmark yourself against other industry organisations, eNPS offers a great starting point for examining engagement levels.
However, to get the best out of staff feedback it should not be used in isolation from other employee surveys. To gain a deeper and more detailed understanding of what could be affecting the employee experience, you can look at other areas by running employee benefit surveys, checking the employee pulse, or measuring levels of staff satisfaction.
While measuring and improving eNPS can directly impact an employee's loyalty, engagement and motivation levels, it can also bring wider benefits to an organisation. These include:
When they are asked for their opinion most employees generally feel more valued and included. And if they can see some of their views and suggestions being acted on, you're more likely to see some improvements in employee morale.
When people are looking for a new role, they typically search for any indicators that can help them to distinguish between a great or not so good company to work for. So, having a high eNPS score should not only help to boost the number of applications you receive when you advertise roles, but help you to attract higher quality talent too.
Similarly, to increasing morale, when employees are given a greater voice and feel more valued by your company, they are more likely to work harder for you, which will be a major boost to your productivity.
An organisation's reputation is everything. So, when existing and new customers can see you have a healthy eNPS score, and your employees appear happy and are actively promoting your company, it can be a great boost to your brand image.
If you're to get the most accurate and insightful results from the Employee Net Promoter Score survey, you need participation from as wide a spread of the workforce as possible. The more feedback you have, the better.
So, to help you with that, here's some best practice considerations to think about:
From their initial recruitment and onboarding to their ongoing appraisals, progression and exit, there are a lot of key stages in the employment journey and a lot that can change in terms of their opinions over time. Therefore, if you're to get the greatest value from your eNPS survey, it's important to run it regularly.
While the eNPS question is a great way of providing you with a quick overview of staff loyalty and engagement levels, it doesn't really help give an insight into your detractors. By adding a second follow up question, which asks your employees to explain why they provided the rating they did, it can provide the crucial bit of information you need to try to improve the loyalty and engagement of existing detractors.
Your employees are busy people, typically juggling a range of work priorities and schedules, which mean it's unlikely everyone will participate as soon as they receive your survey. Therefore, it's good practice to set up a series of prompts and reminders, which could be anything from notices on internal websites and chats, to prompts on bulletin boards and in company and team meetings. This will ensure everyone gets the maximise opportunity to hear about your survey, which will help to ensure ample responses to it.
Be prepared to quickly share result findings with your employees and invite their recommendations for next steps, as this helps them to feel more trusted and involved in your improvement process. Not only will this encourage their participation in future surveys, but it will also help increase their allegiance to and engagement with the business.
Thanks to our easy to use, low code survey solution software and ready-made and customisable templates, with access to an extensive question library.
From email and web, to SMS. With our wide range of survey distribution channels, together with your prompts and reminders, it's easier to reach all your staff and offer them the flexibility to access and complete your survey on the platform of their choice at a time most convenient for them.
Utilising our survey software's automation and integration capabilities you can trigger and then collect feedback from your NPS surveys at any crucial stage of your employees' lifecycle.
Through advanced analysis, collaboration and reporting tools, that make it quick to analyse, easy to share with other team managers and then report back your findings back to your employees in a way that is simple for them to interpret and understand.
We offer a wide selection of HR survey templates for you to choose from, many of which can be customised with the inclusion of the eNPS question or used as a standalone Employee Net Promoter Score survey.
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