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Employee Net Promoter Score (eNPS) is derived from the concept that is built around the Net Promoter Score (NPS), which was originally developed by Fred Reichheld, Bain and Co. and Satmetrix in the 1990s.

eNPS is an employee feedback metric that enables you to measure employees' loyalty based on the simple eNPS question: “On a scale from 0-10 how likely are you to recommend our organization to your family or friends?” Based on this question employees rate their willingness to recommend their workplace to their family or friends.

How eNPS Survey Respondents Classified?

In eNPS, you are able to segment the respondents into promoters, passives, and detractors. Promoters (those that answered 9-10 score) are the most loyal employees who will enthusiastically recommend employment at a company. Detractors (those that answered 0-5) are disloyal employees and are not likely to recommend employment at the company. Passives (those that answered 7-8) are not necessarily negative but are also not entirely loyal.

Promoters

Promoters are those respondents who scaled their willingness of recommendation either 9 or 10 on the eNPS question. They are the most loyal employees who will enthusiastically recommend employment at a company.

Receiving high scores is useless until you make the best use of it. It is advisable for an organization to evaluate the score and track the reason why they like the organization. This helps you to add value to your organization and promote a positive working environment.

Detractors

Detractors are those respondents who scaled their willingness of recommendation from 0 to 6 on the eNPS question. This means the employee is extremely unhappy about the organization. They are considered disloyal employees who will not recommend employment at a company.

It is advisable that an organization should not sit relaxed after receiving a high score. Companies should focus more on unhappy employees and find the root cause behind their score. Then address their issues to convert them to promoters before they leave the organization.

Passives

The behavior of a passive falls between the promoters and detractors. They are considered neutral respondents who scaled their willingness of recommendation either 7 or 8 on the eNPS question. They neither going to promote the organization nor say anything negative about it.

Usually, organizations ignore their passives as they cause no harm to them and their online reputation. It is advisable that you should never ignore the feedback given by your passives. Work on them, know about their requirements and do best efforts to convert them to the promoters.

How to Calculate Employee Net Promoter Score?

The classification of the respondents (promoters, detractors, and passives) is taken into consideration to calculate the eNPS score. The employee Net Promoter Score is calculated by subtracting the number of detractors from the number of promoters and divide it by the total number of respondents multiplied by 100. Employee Net Promoter Scores range from -100 to 100.

The standard formula to calculate the eNPS.

eNPS= No. of Promoters – No. of Detractors/Total No. of Respondents x 100

For example, You have received a total of 8000 responses (North America)

  • 100 responses were in the 0–6 range (Detractors)
  • 500 responses were in the 7–8 range (Passives)
  • 7400 responses were in the 9–10 range (Promoters)

Using the eNPS formula: 7400 - 100/8000 X 100

7300/8000 X 100 = 91.25

eNPS = 91.25

Why You Need to Calculate Employee Net Promoter (eNPS)

Overall success and productivity of your organization largely depend on how well employees are performing their tasks. If your employees are not performing well then you need to understand the reason why employees are underperforming. This helps you to identify those dynamics that reduce the efficiency level of the employees and address their issues to ignite their zeal.

Apart from tracking employees' loyalty for organization, there are many other benefits associated with of calculation of eNPS:

  • Boosts employees' morale
  • Enhances the performance level of the employees
  • Increase the productivity level of your employees
  • Ensures lucrative opportunities along with profits
  • Augments employee loyalty towards the organization
  • Brings innovation & creativity in the work