eNPS is short for Employee Net Promoter Score and is a method for measuring how willing the employees are to recommend their workplace to friends and acquaintances.
eNPS comes from the popular NPS* method. NPS is short for Net Promoter Score and is a method for measuring customer loyalty, originally developed by Fred Reichheld, Bain & Co and Satmetrix during the 1990’s and is built on the “ultimate” question: “Would you recommend (our company) to a colleague or friend?
In conformity with the NPS, the answers are then divided into three categories:
0-6 = ”Critics” or “Detractors”
7-8 = ”Passives”
9-10 = ”Ambassadors” or “Promoters”
How Employee Net Promoter Score is calculated?
eNPS = share”Promoters”(%) – share”Detractors”(%)
How to use the eNPS? eNPS it is a quick and and easy way to get an overview of how loyal and engaged a company’s employees are. As an increasing number of companies are starting to use the method, a greater possibility for benchmarking is growing.
The results from the eNPS survey may also be used to find out how many promoters you have. Furthermore, by adding a follow up question, you will get an answer to what makes them satisfied and consequently draw guidelines to create as many promoters as possible at the workplace.
By using the eNPS question alone you will get a quick overview which can be a good start; but to really understand the underlying reasons and be able to adjust problems, more comprehensive surveys are required, or a few follow up questions connected to the eNPS question as a complement.
eNPS is also a Key indicator for Employee Experience Approach.
Books: “the ultimate question 2.0” Fred Reichheld and Rob Markey