January 19, 2017 | Customer experience
If you are invested in customer experience you are by now familiar with the Net Promoter Score (NPS) and the benefits of systematically tracking it. The NPS, however, has a younger sibling, the employee Net Promoter Score (eNPS) which is just as useful to track.
What is the employee Net Promoter Score
The Net Promoter® Score as a concept is designed to measure customer loyalty by organizing customers to Promoters, Passives, or Detractors. Accordingly, the employee Net Promoter® Score applies that same concept to a company’s employees to determine employee loyalty and engagement.
How to calculate the eNPS
The eNPS categorizes employees into Promoters, Passives, or Detractors by asking a variation of the question “On a scale from 0-10 how likely are you to recommend this company as a place to work?”. Subsequently, the actual score is calculated by subtracting the percentage of detractors from the percentage of promoters. The percentage of the passives does not affect the score.
The promoters (who answered 9 or 10) represent the company’s most loyal employees. The passives (who answered 7 or 8) are not the most loyal segment but not necessarily negative. The detractors (who answered 0-6) are the least loyal employee segment. As a general rule, it is important to find out why the detractors are dissatisfied, act on that negative feedback, and follow up on them.
For the process to be optimal, you should measure the eNPS on a regular basis. Additionally, in order collect open and truthful feedback, allow your employees to reply anonymously.
Why you should be tracking the eNPS
The eNPS is a useful metric to track because research indicates a connection between customer satisfaction and employee engagement. Recent studies report that companies with highly engaged employees have 10% higher customer ratings.
For optimal results track the eNPS alongside the NPS so that you have a well rounded outlook .