You've probably heard of Net Promoter Scores (NPS for short) - used to measure customer satisfaction. But many organisations also use what's known as an eNPS (employee Net Promoter Score) to measure employee satisfaction.
eNPS is a simple and quick way to measure your employees' loyalty and satisfaction at work.
An eNPS is usually derived by asking the following question:
On a scale of 0-10, how likely is it that you would recommend this organisation as a place to work? (0=Very Unlikely - 10=Extremely Likely)
Once you have all of your scores, it's important to gather more feedback about why individuals scored a certain way, so the question above is usually followed by
Please tell us why you gave this score.
What do the scores mean?
9–10: Promoters - These employees are your most positive and satisfied members.
7–8: Passives - These staff members are content but not fully committed to your organisation.
0–6: Detractors - These employees would not recommend your organisation and may be dissatisfied to a certain extent.
How to calculate your eNPS
To calculate your overall eNPS, follow these steps....
Work out what percentage of employees that are promoters and what percentage are detractors.
Subtract the % of detractors from the % of promoters. This will give you your eNPS.
25% of employees are detractors and 55% are promoters.
55 - 25 = 30.
30 would be your eNPS.
What is a good eNPS?
An eNPS can range from -100 to 100 and the acceptable figure varies between different organisations. It's typically stated that:
Above 0 is acceptable
10-30 is good
50+ is excellent.
Whilst the number gives you a good starting point, it's important that you look beyond the score to understand employee satisfaction, by asking some complimentary questions to understand the different aspects of your employees' working lives.
It's important to remember that an eNPS gives you a quick snapshot of how your employees feel at that specific moment. So it's worth asking regularly to establish a trend and track whether it is improving.
If your company has recently gone through a period of change, it may be a good time to run a survey to check in on employees and gather an eNPS.