What is eNPS?
eNPS refers to ‘Employee Net Promoter Score’, which is a metric system used to measure how employees feel about their company. It also provides an insight into employees’ loyalty and commitment towards their company.
It’s the tool used by companies or an employer to measure and further improve their employee’ satisfaction rate.
Measuring Employee Net Promoter Score is important for a company because it brings out the intentions of the employees and how likely they are to recommend the company.
Benefits of Employee Net Promoter Score
It is necessary for a company to know about the feelings of their employee not just because they are the backbone of the company.
Measuring the Employee Net Promoter Score can’t provide with the complete image but provides the broad spectrum of it.
It can be of great importance as it-
Provides employee a platform for expressing themselves
Employees appreciate being heard. What they appreciate more is anonymity. Providing employees, a platform that guarantees anonymity can lead to more accurate results as they let their guard down and provide more accurate answers.
Increases employee’ productivity
Employees tend to be more productive when they feel valued and heard.
Improves customer experience
Motivated and content employees work harder which sets the foundation of better customer service. Better customer service leads to better service experience for the customers.
Sheds light on discrepancies faced by the employees
Using the Employee Net Promoter Score method, the problems faced by the employees are highlighted. When highlighted, these problems could be worked upon to provide more comfort to the employees.
Provides Quick solutions
Employee Net Promoter Score can lead to employer taking quick measures to resolve the problems.
Of all the benefits of Employee Net Promoter Score, it still lacks some qualities.
Drawbacks of Employee Net Promoter Score
Limitation of results
The Employee Net Promoter Score may not cover all aspects of feedback, motivation for e.g. Because Employee Net Promoter Score may not cover such aspects, it may still affect the company.
Restrictive approach
Consumers are not a part of the narrative. Even though the Employee Net Promoter Score provides a broad spectrum, it still does not paint the entire picture.
Too much focus on the score
Employers may focus too much on the score. The eNPS score is a quantitative measure, and HR may lack the qualitative data to support it.
According to Gartner, “NPS is one of the most common key performance indicators (KPIs) globally, but it consistently fails to provide actionable insight for customer service and support leaders,” said Debohra Alvord.
How to calculate The Employee Net Promoter Score?
The Employee Net Promoter Score can be calculated based on questions that will help the organization measure employee loyalty.
Questions such as “On a scale of 0-10, how likely are you to recommend our product to your friends and family”, with 0 being least likely and 10 being the most. These responses are further categorized as:
Promoter- Employees that rate the question between 9-10 are promoters. They are loyal to the company and keen promoters.
Passive/ Neutral- Employees that rate the question between 7-8. They are neither emotionally attached nor completely disengaged.
Detractor- Employees that rate the question below 6. These are the ones that are dissatisfied and unhappy.
The formula used to measure The Employee Net Promoter Score is-
eNPS= No. of Promoters – No. of Detractors/Total No. of Respondents x 100
What is a good Employee Net Promoter Score?
The Employee Net Promoter Score ranges from -100 to 100. The score in between the range of 10- 30, is considered good,
in between the range of 50- 70 is excellent above 80 is considered the best.
How to improve the score?
eNPS may hold up a mirror in front of the company reflecting employees’ feeling towards the organisation. Hence, the organisation may want to improve the score. The score can be improved by: –
Explore ‘why’
find out the reason behind the low ratings of the Employee Net Promoter Score. Pin-pointing the problems can help you solve the problems. Follow-up questions can be asked.
Organize regular surveys
It is one of the best ways of finding out the satisfaction level of employees. These surveys may help with locating specific problems.
Create a positive workspace environment
A positive workspace environment may help keep the workers’ morale high and lead to better output of work.
Effective communication
Effective communication between the employees and the employer my dissolve small issues and help in fostering a better working environment.
Takeaways of the article
- The Employee Net Promoter Score helps the company know more about their employees’ feelings towards the company.
- Employees are likely to perform better as a result of the survey.
- Employees have the satisfaction of knowing that they are being heard.
- Improving the Employee Net Promoter Score may lead to a better work environment and also may lead to better quality of work.
FAQs
Q.1 How to improve employee net promoter score
Ans. The eNPS can be improved by exploring the reason for low scores, fostering a positive working environment.
Q.2 What is eNPS?
Ans. eNPS refers to ‘Employee Net Promoter Score’, which is a metric system used to measure how employees feel about their company. It also provides an insight into employees’ loyalty and commitment towards their company.