For most employers, the loyalty of their employees is literally the lifeblood of their organisation, as loyal staff tend to care more about their employer's business, work harder and typically stay for longer.
It's why the ability to measure an employees' loyalty is so valuable, as it can highlight to employers the levels of staff engagement within their own organisation, which they can then work to improve.
eNPS stands for employee Net Promoter Score, the definition of which is a metric that organisations can use to measure how likely employees are to recommend the business or brand to others. Like the traditional NPS® survey, which seeks to measure customer satisfaction, the eNPS survey can also be used to monitor and improve employee engagement and satisfaction levels within the organisation.
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:
Employees that won't recommend your business and may be dissatisfied to varying degrees.
Neutral employees who are generally content, but not fully committed to your organisation.
Your most positive, motivated, and satisfied employees.
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.
eNPS is simple to calculate by subtracting the percentage of detractors from the percentage of promoters to generate a score of anywhere between -100 and 100.
Once your eNPS survey is complete, here's how to use the results to run the simple calculation needed to get your final score.
To begin, you'll need to identify the numbers for two of the three eNPS groups - the Detractors and the Promoters:
The number you get, rounded to the nearest whole number, is your NPS score.
For large survey sets the eNPS number may prove a little harder to calculate, but you can do so in Excel using a single calculation; just employ the following formula:
=ROUNDUP((100*((COUNTIF([Data],">8")-COUNTIF([Data],"<7"))/COUNT([Data]))),0)
Just replace [Data] with the location of the NPS answer data range in your response spreadsheet.
And if that still seems too difficult? No problem: if you use the pre-built Net Promoter Score question in your SmartSurvey questionnaire, we calculate the final score for you.
Similarly, to the traditional Net Promoter Score® any score above zero will be viewed as acceptable, while a score of between 10-30 will be perceived as good. Above 50 is excellent.
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Create a surveyEmployee 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.
With effective employee survey software in place, the process of reaching out, collecting, analysing and reporting your findings back to your employees is much smoother, making it easier for you to measure and improve their loyalty, engagement and satisfaction levels going forward.
This can be achieved through a few simple steps:
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.
COVID-19 has brought a new working dynamic and presents a rapidly evolving situation. Use these free survey templates to connect with your workforce.
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