Employee Net Promoter Score (eNPS)
How do your employees feel about working at your company? This question isn't just about morale—it directly impacts productivity, retention, and even customer satisfaction. Understanding eNPS allows you to create a workplace where employees thrive and, in turn, help your business grow.
What Is eNPS?
Employee Net Promoter Score (eNPS) is a metric used to gauge employee satisfaction and loyalty. Borrowed from the concept of Net Promoter Score (NPS) for customers, eNPS asks employees a simple question:
"On a scale of 0 to 10, how likely are you to recommend this company as a great place to work?"
Responses are categorized as follows.
Promoters (9–10): Highly satisfied employees who are enthusiastic advocates for the company.
Passives (7–8): Content but not overly enthusiastic.
Detractors (0–6): Dissatisfied employees who may actively or passively discourage others from joining the organization.
The eNPS formula is straightforward:
eNPS = % of Promoters – % of Detractors
A positive score indicates that more employees are promoters than detractors, while a negative score signals room for improvement.
Data Sources for Measuring eNPS
Gathering reliable data is essential for an accurate eNPS.
Here's where to start.
Employee Surveys: Regular pulse surveys with the eNPS question are the foundation of this metric. You can add open-ended follow-up questions that can provide deeper insights into employee sentiment.
HR Management Systems: Combine eNPS results with existing HR data, such as tenure, attendance, or performance reviews, to uncover patterns and root causes.
Exit Interviews: Use feedback from employees leaving the organization to validate trends identified in eNPS surveys and understand what’s driving dissatisfaction.
Exporting your data to CSV files will allow you to work directly with the raw data, which yields better insights. You can use a tool like Enquery that leverages AI and SQL to simplify the detailed analysis of large data sets, even if you have zero experience.
For basic calculations, using SQL is often more efficient since it allows you to query and manipulate large datasets directly within spreadsheets.
How to Calculate eNPS
Calculating eNPS is simple, but understanding its implications requires context.
First, categorize your responses as mentioned earlier.
Promoters (9–10)
Passives (7–8)
Detractors (0–6)
Then, apply the Formula, which is eNPS = (% of Promoters – % of Detractors).
Here’s an example.
Let’s assume you surveyed 100 employees and received the following:
50 Promoters
30 Passives
20 Detractors
The calculation would be:
% of Promoters = (50 ÷ 100) × 100% = 50%
% of Detractors = (20 ÷ 100) × 100% = 20%
eNPS = 50% – 20% = +30
A score of +30 is decent but highlights opportunities for improvement, particularly with the detractor group.
Advanced Analysis for Deeper Insights
Cross-Reference with Performance Metrics
Comparing eNPS with metrics like productivity, attendance, and engagement reveals patterns between sentiment and output. For example, a high eNPS score in one department may correlate with higher productivity, indicating practices worth replicating across the organization.
Department and Manager-Level Variance
Examining eNPS at the department or manager level can highlight discrepancies. A department with a low eNPS may indicate specific leadership challenges or workplace issues that need to be addressed. This breakdown allows for targeted interventions.
Correlation with Customer NPS and Revenue Metrics
Satisfied employees often translate to happier customers. You can analyze the relationship between eNPS and customer NPS or revenue data to understand how employee satisfaction impacts overall business success. For instance, departments with a higher eNPS might consistently outperform others in customer-facing roles.
Predictive Modeling for Turnover Risk
When tracked over time, eNPS data can help identify trends that predict turnover risk. A declining eNPS might signal dissatisfaction, enabling proactive measures like addressing workload concerns, improving benefits, or enhancing workplace culture to retain valuable employees.
Enquery simplifies eNPS data analysis with AI and SQL for seamless insights. It supports file formats such as CSV, Excel, and Google Sheets and eliminates the need to write SQL manually. You can use natural language to generate codes or chat with your eNPS data for insights. Enquery also offers enhanced privacy by performing all analyses directly on your machine. So your data remains secure and never leaves your local environment. Try Enquery for FREE today.
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