Employer Net Promoter Score (eNPS)

The acronym eNPS stands for Employer Net Promoter Score. Employers use this scoring system to measure the loyalty and satisfaction of employees within the company. The system uses the NetPromoter Score system as its base. The system comes from Satmetrix Systems Inc, Fred Reichheld, and Bain and Company, and it measures customer loyalty. 

Much the same as NPS, the eNPS or Employee Net Promoter Score system comprises a survey with just two questions. 

eNPS Question One

Employees are asked to rate how inclined they are to recommend the company as an excellent place to work. The rating scale goes from zero to ten. 

eNPS Question Two

Question number two is more of an open-ended question. It asks the employee to explain the reasons for their rating. 

How an eNPS Generates the Score

To generate a score, the system sorts the responses into categories, as follows:

• Promoters: Ratings from nine upwards
• Neutrals or passives: Ratings that are seven and eight
• Detractors: Ratings that are six and below 

The employees who rated the company nine and upwards (promoters) are very satisfied and more inclined to recommend the company as an excellent place to work. 

Employees who rated the company seven or eight (passives or neutrals) are happy enough with their position and the company but are possibly not engaged enough.

Employees who rated the company six and below detractors) are not happy. It’s unlikely they’d recommend the company to anyone else. These employees are an indication that something’s not right with the company. 

Once the responses have been sorted, the percentage of detractors is taken away from the promoters. The number left is the company’s Employer Net Promoter Score. Scores generally range from plus to minus 100. 

For an eNPS survey to be as effective as possible, a company must take all the necessary steps to ensure the total anonymity of those employees taking part. This is the only way you can expect employees to be sincere in their feedback, 

Why Use eNPS?

Employers use eNPS because it helps employers understand how employees feel and whether there is anything that might be making their work experiences more negative. Part of the survey should also include a careful analysis of the answers to question two. By tracking keywords like work/life balance, leadership, or salary, employers can identify areas that need improvement. 

Regular eNPS surveys will also ensure employers stay updated with employee feelings and can track any trends.