Enthusiasm is contagious—especially in the workplace. Happy, loyal employees work harder and stay with you longer, resulting in a higher level of production, a harmonious work environment, content customers and more sales. So the question becomes: Are your employees enthusiastic about coming to work each day? Do they support your company? Are they loyal? There is a popular method to help you answer these questions: eNPS.
What is eNPS?
It’s important to track overall employee engagement—which you can do through the use of Employee Net Promoter Score (eNPS). This measurement system is based off of Net Promoter Score (NPS). NPS is one of the most commonly-used customer loyalty metrics in the world because it effectively measures customer satisfaction and loyalty. So eNPS is a similar measurement system, but it tracks employees’ opinions.
It begins by asking employees to anonymously answer a variation of the question, “On a scale of zero to ten, how likely is it that you would recommend this company as a place to work?” Once the employee has given their answer, the number given will place them into one of three groups: Promoters, Passives and Detractors. Promoters are the most loyal, enthusiastic employees, answering 9 or 10. Passives respond with a 7 or 8, making them a solid employee but they won’t necessarily recommend your business. All scores 0-6 are detractors—employees who aren’t enthusiastic about their job and may even be looking for employment elsewhere. The eNPS score is then calculated by subtracting the percentage of Detractors from the percentage of Promoters.
Employee Net Promoter Score is such a popular tool because it’s straightforward, easy to understand and apply, and gets business owners answers fast. But are those answers enough?
It’s true, eNPS can give you some valuable insight into understanding your employees, but it’s only a piece of the puzzle. There are a few aspects to consider before moving ahead:
- One Moment in Time: eNPS captures an employee’s opinion during a single moment and doesn’t take into consideration the surrounding factors. It’s therefore important to survey your employees frequently. Determine a schedule in order to gain a steadier stream of input.
- Incomplete Answer: eNPS can tell you what your employees think of your business, but that’s it. It’s therefore recommended to pair this question with additional survey questions in order to collect a full picture. Make sure employees can do this anonymously, in order to get the most honest answers.
- Harsh Critics: Employees generally hold their employer to high standards and when their answers can be anonymous, they will often be brutally honest. So be prepared that the scores you receive may be low, however, it will help you understand what needs to be improved.
Employee Net Promoter Score is great at providing quick and helpful insight into the minds of your employees. But to truly improve your work culture, you need to take it to the next level by collecting regular data and turning that data into solutions. Direct Opinions can help you do that.