On a scale of 0 to 10, how likely are your employees to recommend your organisation as a place to work?
This question allows you to calculate the eNPS (Employee Net Promoter Score): a powerful HR indicator to measure the satisfaction and engagement of your employees towards your company.
How is the e-NPS calculated?
1. Categorize answers
To answer an e-NPS question, the employee assigns a score from 0 to 10.
The answers are then categorized into 3 groups:
- Scores from 0 to 6: Detractors (dissatisfied employees who do not recommend the organisation)
- Scores of 7 to 8: Passives, employees who are fairly satisfied but not really passionate about their job
- Scores of 9 to 10: Promoters, the most satisfied, happy and motivated employees
2. Apply the calculation formula
To calculate this score measure employee satisfaction, the tool calculates the % of Promoters and the % of Detractors. Passives are discarded and the following calculation is applied:
NPS = % Promoters - %Detractors. (Passives are removed from the calculation).
Example: If you collect 100 responses to the question, and of these 100 responses, 60 are Promoters (people who gave a score from 9 to 10) and 45 are Detractors (people who gave a score between 0 and 6), then we will have an NPS of 15 (60 Promoters - 45 Detractors = 15).
How to interpret the score?
The final score of an eNPS can vary from -100 to 100.
If your final score is negative, it means that you have more detractors than promoters in your organisation.
- +100 = all employees are fully satisfied and recommend the employer
- -100 = all employees are dissatisfied and are considered detractors.
What is a 'good' eNPS score?
Although there are no universal benchmarks, the general rule is to aim for a positive score. A positive score means that you have more promoters than detractors.
In general, the eNPS interpretation grid is as follows:
- eNPS above 30: very good score;
- eNPS between 10 and 30: good score;
- eNPS above 0: acceptable score.
The eNPS is a useful starting point for measuring engagement but the eNPS survey should not be limited to "How likely are you to recommend...".
The eNPS question needs other questions to make it meaningful and to identify the drivers of employee engagement.
How to build an eNPS survey?
- As an introduction, ask how your employees are doing (morale, mood...)
- Identify 2 or 3 subjects on which you want to let your employees express themselves (work spaces, internal organisation, career prospects, etc.)
- Ask your eNPS question following the suggested format