What is the eNPS?

With teamecho you can not only regularly collect feedback on different (focus) question sets, but also collect your eNPS. What this is and how you can work with it, you can find out here.

What is the eNPS?

eNPS stands for employee Net Promoter Score, which represents the likelihood that an employee would recommend their own workplace as an employer to their friends and family. 

Why should I care about the eNPS?

Much like companies rely on their customers to recommend their products (which is where net promoter scores were first applied), employers rely on their employees to recommend them as a place of work to those closest to them.

As an employer, you compete with many other workplaces for the best applicants. That's why it's invaluable to know whether your own employees recommend their workplace to others - both for your employer branding and as a practical metric for assessing the attractiveness of your workplace.

How is the eNPS calculated and interpreted?

The eNPS is based on a single, yet crucial question, which is:

Employees respond to this question using a 10-point scale. Individuals who answer the question with a(n): 

• 10 or 9 are known as promoters 😃- or: employees, who will go out of their way to actively advocate for their friends and family to come work at their employer. 
• 8 or 7 are known as passives 😐- or: employees, who are relatively satisfied with their workplace, but are not likely to go the extra mile to make a recommendation to others. 
• 6 or less are known as detractors 🙁- or: employees, who are not only unlikely to recommend their employer to others, but they are in fact relatively likely to talk negatively about their workplace. 

The Net Promoter Score is calculated by subtracting the % of detractors (those who answered 0-6) from the % of promoters (those who answered 9 or 10). Passively satisfied (those who answered 7 or 8) are not included in the calculation. The result can be positive or negative. The value can be between plus 100 per cent (promoters only) and minus 100 per cent (critics only).

For example:

An organization with 150 employees has

• 45 (30%) promoters (who answered with 9 or 10),
• 70 (72%) passives (who responded with 7 or 8),
• 35 (22%) detractors (who gave scores of 6 or less).

Passives are treated as neutral forces that do not directly affect the score, so you must subtract the percentage of detractors (22) from the percentage of promoters (30), which leaves you with an eNPS of 8.

How is the eNPS different from or similar to teamecho Insights?

The eNPS and teamecho Insights are two completely separate entities, yet they are complimentary in two important ways:

1. From a technological perspective, the teamecho application enables organizations to seamlessly integrate the eNPS into the existing dashboard.
2. From an organizational perspective, the eNPS provides an overall score, whereas teamecho breaks down various possible reasons that could be predictors of this very score.

For example, a company with an eNPS of -15 would not know reasons for their score and how to improve it. teamecho Insights can provide guidance by breaking down employees' experiences at work into 10 categories.

How often should I assess the eNPS in my organization?

There is no right or wrong answer to this question.

Generally speaking, the eNPS is unlikely to change quickly and drastically (unless there is a tremendous amount of turnover, which would point to an entirely different problem). Therefore, it might be most meaningful to assess it quarterly, biannually, or annually, depending on your organization, industry, and goals. 

How do I go about adding the eNPS to my teamecho dashboard?

If you would like to add the eNPS to your teamecho dashboard and survey, please contact us. Our Customer Happiness Team will assist you with the set-up and get you started in no-time! 

Find out more about which question sets are right for your team.