What is eNPS and why is it important?

Gaël Matendo
4 Sep, 2020

Since it was popularised in 2003, the Net Promoter Score (NPS) has become a widely used measure. Both for measuring customer and employee satisfaction. Many companies use eNPS or Employee Net Promoter Score to measure employee satisfaction. In addition, choose the channel that suits you and your employees the best.

What is eNPS and why is it important?

What is eNPS?

First of all, let’s start from the source : the Net Promoter Score®. The NPS is a typical benchmark measure for evaluating the fidelity of a company’s relationship with its customers. Basically, the NPS measures the likelihood of your customers recommending your company to a friend.

The difference between NPS and eNPS

As you might have understood, eNPS is the same system as the net promoter score but dedicated to employees. It allows you to find out about the general satisfaction of employees and their loyalty to the company. The eNPS measures the likelihood that staff members will recommend their company as a place to work. The eNPS asks employees how likely they are to “promote” their company on a scale of 0 to 10.

Depending on the answers, several classifications exist (on a scale of 10):

  1. The « Promoters » (from 9 to 10);
  2. The « Passives » (from 7 to 8);
  3. The « Detractors » (from 0 to 6).

The Employee Net Promoter Score is calculated by taking the percentage of detractors and subtracting it from the percentage of promoters. Then the eNPS score from 0 to 100 is obtained.

Why using the Employee Net Promoter Score

This score can be very useful to you for several reasons. It allows you to analyse employees’ responses to improve company life. The eNPS allows you to collect the reactions of all employees on various types of channels.

Whether it is via SMS, mail or even automated voice, it is possible to adapt the channel according to the habits of the employees and the company. eNPS provides a clear and precise overview of the results. It allows the application of employee feedback into concrete results.

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Why is eNPS important?

Indeed, the eNPS score is important because it allows, in addition to other metrics, to analyse the company’s performance and productivity. It gives the possibility to analyse the employer brand and gives importance to the employee.

Taking an interest in the opinion of employees is morally and humanly very important. Employees feel listened to and involved through this type of questionnaire. Provided, of course, that all the data that have been analysed through eNPS are implemented!

How to make a good eNPS?

First of all, involve as many employees as possible. The more answers you get, the more correct the data will be. You will have a 360-degree view. Reward the employees who answer the eNPS or find some kind of motivation.

Which channel to choose?

The chosen channel often depends on the target audience. A practical way can be e-mail. However, the response rate may be lower. So don’t hesitate to send a reminder via SMS to your employees to tell them to go to their mailboxes. The most effective way (with a high response rate) is still SMS. Send the NPS directly via SMS and employees will respond instantly. Everyone has their phone close by!

It is also possible to use automated voice. The combination of voice and SMS already works very well in the field of customer experience. The principle is simple: after a customer service call, ask the respondent to rate his or her satisfaction. An SMS follows and the person gives a score from 1 to 10. This system can be applied to employees of medium to very large companies. This increases the response rate compared to one message among a mountain of other mails in your inbox!

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