Posted on August 30, 2018
An employee net promoter score (or eNPS) is derived from a specific kind of survey question. On our platform, the question looks like this:
When an employee chooses a response, they put themselves into one of three categories: promoters, passives, and detractors. Here's a description of each one.
Promoters answered a 9 or 10 to your eNPS question. These are your champions. They are your happiest, most loyal employees and their influence around the office is likely contagious. They come to work enthused and are grateful for the opportunity to be a part of your team. Chances are they love what they do and have a very good manager.
Passives answered a 7 or 8 to your eNPS question. They are not filled to the brim with love for your company, but they don't hate it either. Their lack of enthusiasm could be due to long hours, a not-so-great manager, or even reasons outside of the workplace. These workers are usually stable, steady contributors. They show up on time, get their work done, but they're not going over the top, trying to impress. They do their job and that's that.
Detractors answered a 6 or lower to your eNPS question. They are not happy with how things are going at your company. Chances are they are already looking for another job or if they aren't, they are vulnerable to being lured away. Detractors may have a poor manager, be tired of their work, or find themselves at odds with the company leadership or general direction of the business. They are disenchanted and, alarmingly, this state of mind is usually contagious. Their colleagues at the office can feel their frustration and it rubs off like an oily slick.
Calculating eNPS scores
You may have noticed that an employee NPS score (just like regular customer NPS scores) shows as a -100 to 100 range. We get that from these 0 to 10 scores by assigning a value to each employee NPS category. The values are:
- Promoters: +1
- Passives: 0
- Detractors: -1
We average these together and multiply them by 100 to get the eNPS score.
Example with five employees
For example, let's say we have five employees. Here are their scores:
- Employee 1: 8 (Passive)
- Employee 2: 10 (Promoter)
- Employee 3: 9 (Promoter)
- Employee 4: 1 (Detractor)
- Employee 5: 10 (Promoter)
As shown in the Excel sheet, these scores convert to an eNPS of 40. That's pretty good!
Interpreting the eNPS score
Now let's say a sixth employee gets hired and they also score a 10.
- Employee 6: 10 (Promoter)
That improves the eNPS to 50. Very nice! This is a great eNPS score, one that all companies should strive for. In this group of six employees, there are four promoters, one passive, and one detractor. If your company has a one in six employees as passives and one in six as detractors, that's good because the detractors are in the minority and it could be that the passives simply answered the survey on a bad day.
Time will tell the true story, though, and that's why it's so important to regurlarly check these scores. One eNPS survey won't cut it. You need to do them quarterly so you can start to see a discernible trend.