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An HR Glossary for HR Terms

Glossary of Human Resources Management and Employee Benefit Terms

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Employee Net Promoter Score (eNPS)

What is eNPS (Employee Net Promoter Score)?

Employer Net Promoter Score, or eNPS, is a scoring system designed to help employers measure employee satisfaction and loyalty within their organizations. It is based on the Net Promoter Score system from Bain & Company, Satmetrix Systems, Inc., and Fred Reichheld, that gauges customer loyalty.

Like NPS, the Employee Net Promoter Score (eNPS) system consists of a two-question survey.

The first question asks employees to rate, on a scale from zero to ten, how likely it is they would recommend the organization as a place to work. The second is an open-ended question asking why they chose the rating they did. The system generates a score using the responses to the first question, first by sorting ratings into three categories: promoters, with ratings of nine or ten, passives or neutrals, with ratings of seven or eight, and detractors, with ratings of six or below. Promoters are those employees who are highly satisfied and likely to recommend your organization as a place to work. Passives are employees who are satisfied enough to be content but may not be entirely engaged. Detractors are those who are unlikely to recommend their organization, which may indicate some level of employee dissatisfaction.

The percentage of detractors is then subtracted from the percentage of promoters, and the final number represents the organization’s Employer Net Promoter Score. eNPS scores can range from +100 (all responses are promoters) to -100 (all responses are detractors).

An effective eNPS survey will take steps to ensure employe anonymity so that employees provide honest feedback.

Organizations can use the results to understand how their employees feel and what may be detracting from the employee experience. Tracking keywords (such as salary, work/life balance, or leadership) that promoters and detractors use can help identify areas for improvement, whether in a specific department or in the organization as a whole. A smart organization will survey employees with eNPS on a regular basis—whether monthly, quarterly, annually, or otherwise—to stay up to date and track trends over time.

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