In today’s competitive business landscape, understanding employee satisfaction isn’t just a courtesy — it’s a necessity. Studies have shown that companies who invest in eNPS surveys internally outperform those who do not in core business KPIs. While companies often obsess over customer feedback, there’s a critical internal metric that tends to slip under the radar: the Employee Net Promoter Score (eNPS). This simple yet powerful tool can revolutionize how businesses view employee satisfaction and loyalty.
Here are your quick takeaways:
- eNPS measures employee loyalty and satisfaction through a single, straightforward question.
- It provides actionable insights, highlighting areas needing attention and improvement.
- Implementing changes based on eNPS feedback enhances employee engagement and retention.
What Exactly is eNPS?
At its core, eNPS stands as the employee-focused counterpart to the Net Promoter Score (NPS), a widely used metric to gauge customer loyalty. Instead of asking customers their likelihood of recommending a company’s services, eNPS poses the question to employees, essentially measuring their willingness to recommend their workplace to friends or colleagues. If someone is extremely likely to recommend their workplace (rating their response a 9 or 10 on a 0-10 scale, then they are viewed as “Promoters” of the company. Conversely, if they rate a 0-6, they are viewed as “Detractors” and are more likely to have negative things to say about the company and be advising potential hires to not work there. The goal is simple, do more things to make your workplace a better spot for people to work so they are more engaged and more likely to refer your company to other people.
Why Does eNPS Matter?
In the hustle to improve bottom lines, employers often overlook their most valuable advocates: their people. There can be more focus on marketing budgets, product development, customer success, and optimized operations. Employees on the front lines interact with products, policies, and customers daily though – so investing in your people is just as critical. Their endorsement (or criticism) comes with a weight of authenticity that resonates deeply within their circles. For more on eNPS surveys, best practices, and reading the tea leaves – read our full guide to eNPS surveys.
Ratings, Categories, and What They Mean
- Identifying Promoters: These are the employees scoring 9-10 on your survey. They’re not just satisfied but are your enthusiastic advocates. They’re likely to attract other talented individuals and positively influence the workplace environment.
- Spotting Detractors: Scoring 0-6, these employees aren’t your biggest fans. It’s not just about low morale; detractors can affect productivity and potentially harm your company’s reputation externally.
- Neutrals or Passives in the Middle: While scoring 7-8 and generally satisfied, these employees aren’t thoroughly invested in your brand’s success. They’re not bad; they just aren’t your cheerleaders.
Interpreting Your eNPS
Calculating your eNPS is surprisingly straightforward. Subtract the percentage of detractors from the percentage of promoters, and you have it – you’ve got your eNPS! Scores range from -100 (everyone is a detractor and rating you between 0 and 6) to +100 (everyone is a promoter, and rating you a 9 or 10). A positive score is good; a score above 50 is excellent. We’ve got a more detailed view on eNPS scores by industry here.
While the calculation is simple, the real magic happens in the interpretation of the data and written feedback:
- Low Scores, High Insights: A low eNPS isn’t the end—it’s a beginning. This honest feedback is a treasure trove of insight into what’s not working and what employees desperately need.
- Written Feedback: A lot of information can be mined from what people say outside of just their score. Common themes for positive areas and areas needing attention will pop up. Some will be regional, some will be departmental, and some will be across the business. Analyzing this information to understand the undercurrents of your score is key.
- Context is King: Consider industry benchmarks, your company’s lifecycle, and previous scores. A score of +30 might be a win for a startup in a tumultuous industry, even if it’s below the average for more stable fields.
- The “Why” Behind the Number: Encourage employees to provide open-ended feedback to explain their scores. This context is invaluable for understanding the specifics behind discontent or satisfaction.
Taking Action on eNPS Feedback
Knowing your eNPS is not quite as useful if you’re not going to act on it. Here’s how you can leverage these insights:
- Deep Dive into Comments: Employees’ qualitative feedback often houses the most actionable advice. Read every comment, and look for common threads or specific suggestions.
- Engage with Your Team: Open a dialogue about the results. Acknowledge the issues, celebrate the wins, and discuss forthcoming actions.
- Prioritize Quick Wins: Identify changes that can be made quickly and will have a noticeable impact. This builds trust and momentum.
- Plan Long-Term Improvements: Some issues can’t be solved overnight. Develop a plan for the more considerable changes and communicate this clearly, ensuring employees are aware of the ongoing efforts.
The Next Steps in Your eNPS Journey
eNPS isn’t just a number—it’s a narrative. It tells a story about your company from the people who build it alongside you every day. And like any story, it’s bound to have its twists and turns. The key is to remain an active listener and a willing actor ready to turn feedback into your company’s next success chapter.
Remember:
- Start with honest introspection through an anonymous eNPS survey.
- Engage with your team, understanding their praises and concerns genuinely.
- Act decisively and thoughtfully, valuing quick wins, and strategizing for long-term solutions.
Join the Revolution in Employee Feedback
Ready to transform your workplace into a hub of satisfaction, engagement, and retention? It’s time to make your move with Peoplelytics. Sign up now and revolutionize the way you approach employee surveys and feedback. Let’s create a thriving workplace culture together—one honest conversation at a time.
