The employee net promoter score (eNPS) is a measure of employee satisfaction and engagement. It was developed based on the customer net promoter score (NPS), which is a widely used measure of customer satisfaction and loyalty. The NPS was introduced by Fred Reichheld in the early 2000s as a way to assess how likely a customer is to recommend a company's products or services to others.
The eNPS follows a similar approach, but it is specifically designed to measure employee satisfaction and engagement. It involves asking employees to rate their likelihood of recommending the organization as a place to work on a scale of 0 to 10.
The eNPS is calculated by subtracting the percentage of employees who responded with a score of 0 to 6 (detractors) from the percentage who responded with a score of 9 or 10 (promoters).
Grouping | Behaviour |
---|---|
Detractors (0-6) | Detractors are employees who are dissatisfied with their work and the organization, and are unlikely to recommend the company as a place to work to others. They may be unhappy with their job duties or the work environment, and may be more likely to leave the company or to speak negatively about it to others. |
Passives (7-8) | Passives are employees who are neither satisfied nor dissatisfied with their work and the organization. They are generally neutral in their feelings about the company and may not be particularly invested in its success. They may not be particularly likely to recommend the company as a place to work, but they also may not speak negatively about it. |
Promoters (9-10) | Promoters are employees who are highly satisfied with their work and the organization, and are likely to recommend the company as a place to work to others. They are committed to the company's success and are likely to be productive and motivated in their work. |
The eNPS is calculated by subtracting the percentage of detractors from the percentage of promoters. Therefore, scores can range from -100 to 100.
% of promoters - % of detractors = NPS score
The employee net promoter score (eNPS) is a useful tool for measuring employee satisfaction and engagement in an organization. It can be particularly useful in the following situations: