There is one element that can make or break how your customers feel about your brand or organization. That is the way that customers feel how they are treated when interacting with your employees.

There are different ways to measure how your employees feel about your company and what you can do to improve employee satisfaction. In this blog, you can read all about one of them: employee Net Promoter Score (eNPS).

Employee Net Promoter Score

What is eNPS? The Employee Net Promoter Score, or Employee NPS, is a KPI used to measure employee engagement and to be specific the loyalty of employees to a company. The Employee NPS is built around the same concept as Net Promoter Score, which asks customers the likelihood that they would recommend a company’s products or services to their friends and family.

What is the eNPS question?

The employee NPS question measures if employees are loyal to their employer by asking:

eNPS question:

How likely are you to recommend our organization on a scale from 0 to 10?

Employees are asked to rate their score on a scale from 0 to 10, where 0 is not at all likely to be recommended and 10 is very likely to be recommended. The employee will indicate a (score) between 0 and 10. The scores are divided into three groups:

  1. Promoters: respondents who gave a score of 9 or 10.
  2. Passives: respondents who gave a score of 7 or 8.
  3. Detractors: respondents who gave a score of 0 to 6.

How to calculate employee NPS

To measure your Employee Net Promoter Score you take the percentage of promoters and detract the percentage of detractors from this. The result is displayed as an absolute score between -100 and +100 (not a percentage).

A good employee NPS score?

The eNPS can vary between -100 and +100. A score above 0 is considered as positive, a score above 50 is seen as excellent.

Our customers often ask what a good eNPS score is or what the employee NPS is of companies in similar branches. One way to find out is by doing an employee NPS benchmark. Our advice is: don’t do this. There are so many factors to consider when comparing results, like the number of employees, and cultural influences for example.

It is much more important that your eNPS score increases than to have a higher score than your competitors. So, by regularly mapping your employee Net Promoter Score and the priorities for improving it, you can increase the loyalty of your employees.

What does an eNPS Survey look like?

The eNPS survey is intended as a measurement with a regular interval. It is not a big, once-a-year engagement survey, but a short questionnaire that can be taken more often.

For an optimal result, CYS recommend the following eNPS survey questions:

  1. The first question is the eNPS question: How likely are you to recommend your employer to others as a place to work?
  2. The second question is an open question: Could you please share the reason why you feel this way?
  3. The third question is the Root Cause question: Which of the factors below best captures your experience?

Root Cause Analysis: Uncovers what has been hidden.

CYS enriches the (e)NPS question and the open answer with a Root Cause Analysis. Root cause analysis (RCA) is a method of problem-solving often used in IT. It is a valued method to map the drivers behind customer and employee KPI’s. Thanks to this analysis, you not only know the needs of your employees but also why they have those wishes and what follow-up actions you can take.

How to improve eNPS?

You know your eNPS, and you have collected valuable information about the energy balance of your employees, but it has only just begun. To measure is one thing, to improve is another.

It is important to focus on intrinsic motivation. Research shows that the engagement of employees with a cognitive profession will not increase by offering a good salary or other external factors.

Besides that, make sure to focus on the priorities, and to share the right insights with the right people in the organization.

Employee NPS software

In the CYS software, the eNPS questionnaire is (in several languages) available, so that you can adjust this to your situation and organization. All feedback gathered is automatically translated into a clear and transparent priority overview per department, store, or location. This helps to structurally implement improvements on a strategic, operational, and individual level.


Measuring and improving employee engagement in a customer-focused organization

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