Employee Net Promoter Score

Measure your employees’ happiness and their willingness to recommend others to work for your organization.
Get Student Discount
Apply for Discount

Employee Net Promoter Score

Introduction to eNPS

For most employers, the loyalty of their employees is literally the lifeblood of their organization, as loyal staff tend to care more about their employer’s business, work harder and typically stay for longer.

It’s why the ability to measure an employees’ loyalty is so valuable, as it can highlight to employers the levels of employee engagement within their own organization, which they can then work to improve.

eNPS stands for employee Net Promoter Score, the definition of which is a metric that organizations can use to measure how likely employees are to recommend the business or brand to others. Like the traditional NPS® survey, which seeks to measure customer satisfaction, the eNPS survey can also be used to monitor and improve staff engagement and satisfaction levels within the organization.

The employee Net Promoter Score question

The Employee Net Promoter Score seeks to provide employers with a quick overview of staff loyalty levels within their organization, by asking their employees the question:

On a scale of zero to ten, how likely is it that you would recommend our organization as a place to work?

Employees are encouraged to rate their response based on this scale, so their employer can sort their answers into the following three categories ranging from low to high:

Sad emoji

NPS Detractors (Score 0-6)
Employees that won’t recommend your business and may be dissatisfied to varying degrees.

Neutral emoji

NPS Passives (Score 7-8)
Neutral employees who are generally content, but not fully committed to your organization.

happy emoji

NPS Promoters (Score 9-10)
Your most positive, motivated, and satisfied employees.

The combined responses are then collated and calculated to give you an overall eNPS score and a better idea of the extent to which employees would act as advocates for the business.

How to calculate employee Net Promoter Score

eNPS is simple to calculate by subtracting the percentage of detractors from the percentage of promoters to generate a score of anywhere between -100 and 100.

Once your eNPS survey is complete, here’s how to use the results to run the simple calculation needed to get your final score.

To begin, you’ll need to identify the numbers for two of the three eNPS groups – the Detractors and the Promoters:

  1. Start with the number of Promoters and subtract the number of Detractors.
  2. Divide that answer by the number of responses in total.
  3. Then multiply your answer by 100.

The number you get, rounded to the nearest whole number, is your NPS score. If you have a set of responses already collected we have a handy Employee Net Promoter Score calculator you can use to get an overall total.

Excel formula for large data sets

For large survey sets the eNPS number may prove a little harder to calculate, but you can do so in Excel using a single calculation; just employ the following formula:

=ROUNDUP((100*((COUNTIF([Data],">8")-COUNTIF([Data],"<7"))/COUNT([Data]))),0)

Just replace [Data] with the location of the NPS answer data range in your response spreadsheet.

A better way

And if that still seems too difficult? No problem: if you use the pre-built Net Promoter Score question in your SmartSurvey questionnaire, we calculate the final score for you.

What’s a good eNPS score?

Similarly, to the traditional Net Promoter Score® any score above zero will be viewed as acceptable, while a score of between 10-30 will be perceived as good. Above 50 is excellent.

How eNPS surveys illuminate the employment lifecycle

Employee Net Promoter Score surveys provide an effective measure of staff engagement throughout the employee lifecycle, from their views about their job, working conditions and the training available to them, to their feelings about colleagues, management and the wider company culture.

During the period between when they are recruited to when they leave, there’s a lot of time for an employee’s views to change. This makes eNPS surveys, frequently run, a quick and effective barometer for measuring their engagement levels throughout their employment.

Typically, the more motivated and engaged an employee is, the more likely they will be to recommend their company as a good place to work to others.

As a quick and simple way of measuring staff commitment with a score that you can use to benchmark yourself against other industry organizations, eNPS offers a great starting point for examining engagement levels.

However, to get the best out of staff feedback it should not be used in isolation from other employee surveys. To gain a deeper and more detailed understanding of what could be affecting the employee experience, you can look at other areas by running employee benefit surveys, checking the employee pulse, or measuring levels of staff satisfaction.

The benefits of eNPS surveys

While measuring and improving eNPS can directly impact an employee’s loyalty, engagement and motivation levels, it can also bring wider benefits to an organization. These include:

Improvements to staff morale

When they are asked for their opinion most employees generally feel more valued and included. And if they can see some of their views and suggestions being acted on, you’re more likely to see some improvements in employee morale.

Helps your recruitment

When people are looking for a new role, they typically search for any indicators that can help them to distinguish between a great or not so good company to work for. So, having a high eNPS score should not only help to boost the number of applications you receive when you advertise roles, but help you to attract higher quality talent too.

Increased performance and productivity

Similarly, to increasing morale, when employees are given a greater voice and feel more valued by your company, they are more likely to work harder for you, which will be a major boost to your productivity.

Boosts your brand image

An organization’s reputation is everything. So, when existing and new customers can see you have a healthy eNPS score, and your employees appear happy and are actively promoting your company, it can be a great boost to your brand image.

Employee NPS survey best practices

If you’re to get the most accurate and insightful results from the Employee Net Promoter Score survey, you need participation from as wide a spread of the workforce as possible. The more feedback you have, the better.

So, to help you with that, here’s some best practice considerations to think about:

1. Frequency

The frequency of your survey is important

From their initial recruitment and onboarding to their ongoing appraisals, progression and exit, there are a lot of key stages in the employment journey and a lot that can change in terms of their opinions over time. Therefore, if you’re to get the greatest value from your eNPS survey, it’s important to run it regularly.

2. Follow up

Consider including a follow up question

While the eNPS question is a great way of providing you with a quick overview of staff loyalty and engagement levels, it doesn’t really help give an insight into your detractors. By adding a second follow up question, which asks your employees to explain why they provided the rating they did, it can provide the crucial bit of information you need to try to improve the loyalty and engagement of existing detractors.

3. Communication

Prompts and reminders can help maximize your survey response

Your employees are busy people, typically juggling a range of work priorities and schedules, which mean it’s unlikely everyone will participate as soon as they receive your survey. Therefore, it’s good practice to set up a series of prompts and reminders, which could be anything from notices on internal websites and chats, to prompts on bulletin boards and in company and team meetings. This will ensure everyone gets the maximize opportunity to hear about your survey, which will help to ensure ample responses to it.

4. Transparency

Be transparent about your results:

Be prepared to quickly share result findings with your employees and invite their recommendations for next steps, as this helps them to feel more trusted and involved in your improvement process. Not only will this encourage their participation in future surveys, but it will also help increase their allegiance to and engagement with the business.

Employee NPS survey software

With effective employee survey software the process of reaching out, collecting, analyzing and reporting your findings back to your employees is much smoother, making it easier for you to measure and improve their loyalty, engagement and satisfaction levels going forward.

This can be achieved through a few simple steps:

Rapid survey creation

Create your survey quickly thanks to our easy to use, low code survey solution software. Along with ready-made and customizable templates, we can offer access to an extensive question library.

Automation

Trigger surveys and collect feedback at any point on your employees’ journey. Utilizing our survey software’s automation and integration capabilities you can trigger and then collect feedback from your NPS surveys at any crucial stage of your employees’ lifecycle.

Convenience

Reach out quickly and extensively. From email and web, to SMS. With our wide range of survey distribution channels, together with your prompts and reminders, it’s easier to reach all your staff and offer them the flexibility to access and complete your survey on the platform of their choice at a time most convenient for them.

Timely feedback

Quickly analyze, evaluate and report feedback to your employees. Through advanced analysis, collaboration and reporting tools, that make it quick to analyze, easy to share with other team managers and then report back your findings back to your employees in a way that is simple for them to interpret and understand.

HR survey templates

We offer a wide selection of employee survey templates for you to choose from, many of which can be customized with the inclusion of the eNPS question or used as a standalone Employee Net Promoter Score survey.

More survey design advice

How are we different?

We will help you collect the information you need quickly and easily. Trust us to safeguard your data and provide the support you need, when you need it.

UK based

Your data will be stored and processed here in the UK for your peace of mind.

Fanatical support

We pride ourselves on going above and beyond for our customers, providing expert advice and support whenever you need it.

You're in safe hands

Our secure platform and robust data protection measures ensure your data is safe and secure with us. We are ISO27001 and Cyber Essentials Plus certified.

We're human

We understand the importance of personal interaction, which is why we offer a human touch alongside our cutting-edge technology.

Accessibility matters

We're committed to making our surveys accessible to everyone, with a range of features to support those with disabilities.

Unlimited responses

With no limits on the number of responses you can collect, you can be sure your survey will reach as many people as possible without it being cost prohibitive.

Icon of a hand holding a heart
You're in safe hands

Don’t just take our word for it

Trusted by leading companies and brands worldwide.
Over 500,000 users have registered to use SmartSurvey.
Quotation icon

Thanks to SmartSurvey, our communication strategy is making us stand out from the crowd. By using SMS, asking the right questions and acting on results, IKEA is one step ahead of the competition.

Alastair, IKEA
Quotation icon

We couldn't be happier with SmartSurvey, we love its functionality and flexibility. This means we have been able to use one survey tool across many parts of the business.

Martin, uSwitch
Multi-award winning survey software
Crozdesk: Trusted Vendor 2024 award.Crozdesk: Happiest Users 2024 award.G2 High Performer EMEA Spring 2024 award.G2 Small Business High Performer UK Spring 2024 award.Capterra Best Value 2021 award.Capterra Best Ease of Use 2021 award.Software Advice Most Recommended 2021 award.Software Advice Best Customer Support 2021 award.

Get in touch

We will help you collect the information you need quickly and easily. Trust us to safeguard your data and provide the support you need, when you need it.
UK-based and secure

We are ISO27001 certified, registered under the Data Protection Act and fully compliant with EU Privacy Laws.

Dedicated support

Access to a knowledgeable account manager for personal assistance for when you most need it.

Flexible to suit your needs

Our friendly design team is on hand to assist with any bespoke design and custom development requests.

We'll go that extra step

We succeed if you succeed. Our goal is to help you carry out effective research and we’re here to help you achieve that.

Find out how we can help

Get started and create your first survey

If you would like more information then please get in touch.

Elevate your survey game.
Discover the power of our cutting-edge survey software with a personalized demo!

Book your demo.
Skip the learning Curve, access expert know-how

Talk to a member of the team who knows SmartSurvey inside out, discover how to get things done right the first time, and leverage powerful functionality. It’s your shortcut to success!