The Employee Net Promoter Score: What It Is & How It Works

Get the inside scoop on this number that's crucial for business success

Updated on February 16, 2021

You may wonder what all the fuss is about increasing employee satisfaction—shouldn't all your focus be on improving customer experience?

The realms of employee and customer experience may seem like totally separate worlds, but they are more interdependent than you think!

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Customer Experience Positively Correlates With Employee Experience

There's a direct correlation between employee experience and customer experience. When employees love their job and the products/services they're promoting, it rubs off on customers. When customers have an amazing experience with your organization, they want to come back and tell their friends about it.

On the other hand, when customers have a negative customer experience, say with a unhappy or disgruntled employee, they're likely to take it as a direct reflection of your entire organization and share their negative experience with anyone who cares to listen.

History Behind the Employee Net Promoter Score

Before we talk about the Employee Net Promoter Score, we first need to mention the Net Promoter Score®.

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What Is the Net Promoter Score®? (The Original NPS)

The Net Promoter Score® was created by Fred Reichheld and Bain & Company in 1993. They launched a research project to learn how to effectively measure customer satisfaction, since typical customer-satisfaction surveys return unreliable results.

According to Netpromotersystem.com, they asked the question, "What is the likelihood that you would recommend Company X to a friend or colleague?" and "High scores on this question correlated strongly with repurchases, referrals and other actions that contribute to a company’s growth."

There you have it! Now, on to the good employee stuff. 😊 Imgur

What Is the Employee Net Promoter Score (eNPS)?

The Employee Net Promoter Score is almost identical to the Net Promoter Score, only you're trying to gauge loyalty and satisfaction of employees instead of customers.

It's the simplest, most painless employee survey. In individual emails or text messages, you ask your team: How likely are you to recommend working here to a friend?

Employees answer the question using a scale of 1-10, and there's an optional comment box to give feedback or explain their response.

  • 1-6 = Detractors, employees who are dissatisfied with their job and employer, and are likely to say negative things about your company, products and work environment.
  • 7-8 = Neutral, employees who feel passively about their job and don't promote it or say negative things about it.
  • 9-10 = Promotors, loyal employees who are satisfied and engaged in their work and likely to share or 'promote' your company to friends or associates. ### eNPS Formula The formula to calculate your eNPS is: Promoters - Detractors / # of respondents x 100 = eNPS Score ## How to Use the eNPS Metric Your eNPS isn't something to be taken lightly or done simply because "HR recommended it." It can be your most valuable tool of insight for improving employee satisfaction, loyalty and customer experience! ### Promoters Promoters are employees who are so satisfied in their jobs and loyal to your company that they want to share that feeling with others.

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When they meet someone who may benefit from your products or services, they'll immediately speak up. When you're hiring, they'll spread the word and refer a friend.

For this reason, it's important to take their feedback very seriously. You probably wonder, "what are we doing wrong?" all the time, but if you want to know what you're doing right, Promoter feedback is a great place to start.

Passives

Passives don't feel nearly as strongly as Promoters or Detractors, and for that reason they're likely less likely to leave feedback. However, Passives represent a great opportunity, they may be just one step away from becoming a Promoter (or a Detractor).

Any detailed feedback you receive from Passives is extremely valuable, so listen to it! And even though eNPS surveys are anonymous, you can still address your teams and ask them to give detailed feedback on why they responded to the survey how they did. Often, just telling your team you value their input and plan on using it to make changes is enough to get people to open up.

Detractors

Detractors may seem like your worst nightmare at first, but they are actually vital for your growth as a company. Detractors tend to speak up, which is bad when they're speaking negatively about your business, but useful in terms of learning what you're doing wrong and improving your eNPS.

Imgur Detractors give you an opportunity to improve, and they often share exactly what needs improvement. Listen to them, learn from them and make the necessary changes or your customers will suffer and you'll likely lose employees.

Who Uses Employee Net Promoter Scores?

Any organization that wants to better understand loyalty and satisfaction in their team and make improvements where necessary will benefit from eNPS surveys.

eNPS.co makes sending surveys painless and collecting responses effortless.

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Our eNPS surveys are:

  • Super quick - it's just one question.
  • Hassle-free - there's no need for your employees to make an account or log in, meaning recipients are more likely to respond!
  • Always anonymous - employees will feel confident in responding because their identities kept private.
  • Easy to send - you can send eNPS surveys by email or text message for maximum convenience for your team.
  • Automated with different frequency options - send automated eNPS surveys as often as you'd like with the click of a button, we'll do the rest.

We even have templates of what to say when you announce your new eNPS initative to your team! It doesn't get any easier than that! 😉

© 2021 Toofr LLC. All rights reserved.

Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.