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1、2A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)When measuring employee engagement and satisfaction,the employee Net Promoter Score,or eNPS,is the metric you should use to get actionable insights.Salary is no longer the leading determining factor for employee loyalty and productivity.Emplo

2、yees want to take on new challenges,learn new skills,and know that their organization values their time and input.Collaboration,flexibility,and the companys culture also determine employee experience and retention rates.3A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)Considering all these

3、factors to measure employee engagement can be challenging.However,the eNPS provides a user-friendly engagement tool you can use to analyze employee satisfaction and identify areas for continuous improvement.This guide will take an in-depth look at the employee Net Promoter Score,its scoring methodol

4、ogy,and how one single question can be a powerful springboard to measuring and improving engagement within your organization.4A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)WHATS IN THIS GUIDE Measuring employee engagement:What is the eNPS?Employee Net Promoter Score ProsEmployee Net Promo

5、ter Score ConsThe employee Net Promoter Score methodologyHow to calculate the eNPS The importance of your eNPSEnsuring optimal employee satisfaction:What are good employee Net Promoter Scores?Ways to improve your employee Net Promoter Score6 13 16 17 182123 25 5A COMPLETE GUIDE TO THE EMPLOYEE NET P

6、ROMOTER SCORE(ENPS)WHATS IN THIS GUIDE(2)How often should you measure eNPS?Employee Net Promoter score benchmarkingYour reputation counts29 30 32A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)6Measuring employee engagement:What is the eNPS?The employee Net Promoter Score(eNPS)is a simple w

7、ay to track loyalty and pride for your organization.And its an important part of the Engagement Metrics in Officevibe.It measures employees willingness to recommend your organization as a good place to work,and whether theyre engaged and enthusiastic about their work.It evolved from the original cus

8、tomer-focused Net Promoter System.The history of employee Net Promoter Score(eNPS)It started in 2003 when Fred Reichheld,a partner at Bain&Company(founders of the Net Promoter System),created a new way to measure how well an organization treats the people whose lives it affects or how well it genera

9、tes relationships worthy of loyalty.He called that metric the Net Promoter Score or NPS.A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)7He didnt keep the methodology to himself.He shared it so anyone could apply it,and organizations developed and expanded it over time.It evolved to extend

10、its use beyond customers,applying it to help build employee engagement and commitment.The new methods had broadened impact,not just on measuring customer loyalty but now also on transforming their organizations.The Net Promoter SystemThe NPS question asks:“On a scale of 0 to 10,how likely are you to

11、 recommend our organizations products or services to a friend or colleague?”While the eNPS question asks:“On a scale of 0 to 10,how likely are you to recommend our organization as a place to work to others?A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)8-The eNPS question in Officevibe.The

12、 employee Net Promoter Score respondent categoriesDepending on their answers,your employee Net Promoter Score survey respondents will fall into three categories:Promoters:Engaged employees with a score of 9 or 10Neutrals:Employees with an eNPS score of 7 or 8Detractors:Employees with a score ranging

13、 from 0 to 6A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)9PromotersPromoters are satisfied employees who contribute positively to promoting company image and growth.The company culture resonates with these employees and inspires them to deliver top-tier work.Unfortunately,many companies

14、dont focus on these employees when evaluating employee Net Promoter Score surveys.Promoters feedback can provide valuable insights into what positively contributes to their employee experience,and companies should leverage this information to retain talented employees and increase productivity.Emplo

15、yee promoters power strong business performance because they provide better experiences for customers,approach the job with energy which enhances productivity and come up with creative and innovative ideas for product,process,and service improvements.-Bain&CompanyA COMPLETE GUIDE TO THE EMPLOYEE NET

16、 PROMOTER SCORE(ENPS)11NeutralsNeutral employees are generally satisfied with their work environment but remain open to offers from other companies.These employees are not likely to recommend the organization as a workplace.Still,they wont speak negatively about the company.The answers from neutrals

17、 dont form part of the eNPS formula.However,gauging neutral employee sentiment is crucial,especially since most employees might fall into this category.Using the feedback from these employees,the human resources department can implement practical improvements,transforming the neutrals into promoters

18、.Detractors Detractors are employees who are unlikely to recommend the business as a workplace.Even an answer of“6”in employee engagement surveys typically indicates that the employee is at least partially unsatisfied at work.A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)12The risk of det

19、ractors leaving the business is high,and swift action is necessary to prevent this from happening.You can determine the causes of low worker engagement through a stay interview.Gathering and evaluating this feedback is crucial to minimizing employee turnover and costs.Leading companies genuinely car

20、e about detractors problems and encourage honest feedback.When a detractor gives details about why they are unhappy,believe them and assume that other employees might be experiencing the same issues.A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)13Employee Net Promoter Score ProsDeploying

21、an eNPS survey holds various advantages for your organization:Usability.One of the most significant benefits of the eNPS survey is its ease of use.Employees only need to answer one question,saving valuable time and eliminating survey fatigue.High participation rates.Because the eNPS is a quick and e

22、asy survey,you can expect most employees to take the time to answer this question.Accurate assessment of employee engagement.The eNPS accurately reflects how employees feel about recommending the company.When employees answer the question anonymously,they will likely have no problem being honest,all

23、owing you to detect the causes of low productivity and engagement.Accurate reflection of team satisfaction.Employee satisfaction is one component of A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)14employee experience(EX),and deploying this survey will help you detect potential issues that

24、 increase employee turnover.Cost-effective feedback tool.Because the eNPS only consists of one question,you can quickly deploy this survey via the organizations existing communication channel at no additional cost.For example,when you deploy Officevibe to your organization,every employee will receiv

25、e the eNPS question in their Onboarding Survey.After that,the employees will receive the question again every three months.Continuous measuring.Your organization can deploy the eNPS survey more frequently than extensive annual engagement surveys,allowing for effective and ongoing EX monitoring.Bench

26、marking suitability.The results of an eNPS survey are easy to benchmark against your organizations past results.Comparing how youve scored in the past or how youre doing vs.other teams in your organization can give you a better idea of where and when things might have changed or where you need to fo

27、cus your efforts.A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)15 Similar to NPS.Your employees should be ambassadors for the company and be inclined to promote its products and services to others.Using similar metrics for employees and customers in your organizations communications can h

28、elp you deliver products and services of the highest quality.Identify general problem areas within the organization.The eNPS effectively measures employee engagement and satisfaction.However,these metrics can highlight underlying issues in the organization,helping you optimize interdepartmental comm

29、unication,employee recognition,and other factors.A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)16Employee Net Promoter Score ConsThe simplicity of eNPS is one of its main advantages over other key performance indicators.However,the fact that this score only consists of one question can al

30、so be a limitation.Once employees respond to this survey,you will only know how many team members are promoters,neutrals,or detractors,but you wont know why.In some cases,using the eNPS as a stand-alone feedback tool can be ineffective,and you should consider including it as part of a more extensive

31、 feedback program.You can also create a survey around the eNPS with follow-up questions.However,you will need to know the employees scores to ensure that you ask the right questions.17A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)The employee Net Promoter Score methodologyThe employee Net

32、 Promoter Scores popularity is due to its simplicity.Completing the eNPS questionnaire only takes a few seconds,and you can encourage employees to take this survey more regularly than annual employee engagement surveys.The result?Frequent,quick surveys allow for more consistent input and support a p

33、roactive and informed feedback loop.Short,anonymous feedback requires less effort to analyze than complex,lengthy annual surveys,allowing you to take swift action on whats working and needs improving.A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)18How to calculate the eNPSThe eNPS formula

34、 is relatively straightforward.To determine the eNPS score of your business or a specific department,start by calculating:1.The percentage of promoters among respondents2.The percentage of detractors among respondentsNext,subtract the detractor percentage from the promoter percentage.In other words:

35、Lets look at a practical example of how to measure employee loyalty using the eNPS.eNPS=%promoters%detractorsA COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)19Suppose your organization has 50 employees,and they all participate in the eNPS questionnaire.Upon receiving their results,you notic

36、e that of the 50 employees:12(24%)are detractors 20(40%)are neutrals 18(36%)are promotersIn this example,24%of your employees are detractors,and 36%are promoters.We dont include the 40%neutral employees in the eNPS formula.36%(promoters)24%(detractors)=12%,or an employee Net Promoter Score of+12.Whe

37、n calculating the eNPS,you dont consider neutral employees,as their score alone doesnt provide valuable insights.However,gathering feedback from these employees is critical.Employees who skipped this question are also neutrals.A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)20As you can see

38、 from our example,if you have a positive employee Net Promoter Score,your business has more promoters than detractors,indicating relatively high employee loyalty.If the eNPS is negative,the company has more detractors than promoters.If this is the case,youll need to consider employee feedback carefu

39、lly to zero in on issues with employee engagement.A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)21The importance of your eNPSWhy should you measure eNPS and consistently work to increase this score?The eNPS gives an accurate indication of employee experience throughout your entire organiz

40、ation.EX is how your team perceives all interactions with their employer.The various aspects affecting employee experience include the physical workspace,company culture,and the companys technologies.Employee engagement and optimal productivity are among the most significant benefits of a positive e

41、mployee experience.Employees who feel optimistic about the work environment tend to be proactive and resolve issues through creative problem-solving.When the company-wide EX is positive,absenteeism rates are low.Happy employees enjoy being at work and are not constantly looking for reasons to play h

42、ooky.A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)22Improving employee engagement also promotes team loyalty,keeping turnover costs low.These costs include:The cost of marketing a vacant position The cost of hiring a new employee The cost of training a new employee The costs relating to

43、lower productivity due to lower team moraleYou can prevent these costs and optimize profitability by keeping your finger on the pulse of employee engagement and taking appropriate steps to make sure that your employees are happy.23A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)Ensuring opt

44、imal employee satisfaction:What are good employee Net Promoter Scores?How do you know if your companys employee Net Promoter Score results are on track?In theory,these scores range from-100(100%of employees are detractors)to+100(100%of employees are promoters).In practice,these scores range from-50

45、to+50,though scores outside these brackets are possible.If your companys eNPS is lower than-10,drastic steps are necessary to improve employee engagement.Look at the answers to follow-up questions to identify areas where improvements are necessary.Scores ranging from-10 to+20 are normal.If the score

46、s are higher than+10,you can be proud of your companys level of employee engagement.24A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)An eNPS above+40 is excellent,and you should actively work towards keeping employee engagement at this level.Consult with promoters to determine what the com

47、pany is doing right.A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)25Ways to improve your employee Net Promoter ScoreHeres how to improve your eNPS and help your company maintain optimal employee satisfaction and engagement.Incorporate the eNPS into a feedback programThe eNPS consists of o

48、nly one question,and the answers are numbers ranging from 0 to 10.While these scores are insightful,you will need to dive deeper with a more extensive feedback program to gain additional valuable insights.Formulate follow-up surveys with open-ended questions to evaluate each eNPS response within a b

49、etter context.Here are some example follow-up questions to help get you started.Including the eNPS in an employee feedback program will clarify where improvements are necessary.A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)26Communicate with all respondersFind out why your responders gave

50、 the answers they did,starting with the detractors.Passive responders have the potential to become detractors or promoters,and you need to ensure that they fall into the latter camp.Neutral employees include those who didnt respond to the survey,and you need to target them in your comprehensive ques

51、tionnaire,even if you dont include their scores in the eNPS formula.Dont leave your promoters unattended because you think theyre content.Knowing why they gave a high eNPS can be valuable in formulating long-term solutions for employee engagement.Monitor your organizations eNPS continuouslyConsisten

52、t monitoring is crucial to ensure that your goals to optimize EX are on track.After making positive changes,regularly deploy an eNPS as a feedback tool to determine how effective these improvements are.A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)27You should also measure the eNPS result

53、s against the previous responses to gauge your organizations direction.For example,poor survey results might coincide with a launch of a company initiative that puts extra pressure on employees.Collecting historical data paints a richer picture of your organizations EX state over time.Maintain trans

54、parency and open communication channelsListening to feedback can significantly boost team members engagement and satisfaction.In some cases,establishing transparency might require an open discussion about the employees survey results and their answers to each follow-up question.With a tool like Offi

55、cevibe,this type of discussion can remain anonymous thanks to in-app feedback messaging.That way,everyone feels comfortable sharing honest insights on engagement topics.Consider discussing team scores during performance reviews.You should also let them know how you plan to address their concerns,the

56、n check in with them after you make improvements.A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)28The promoters input is valuable in boosting employee Net Promoter Scores.Thank the promoters for their feedback and ask why they are likely to recommend the organization to other highly talent

57、ed individuals.In some cases,promoters notice organizational efforts that other colleagues might not.Focusing on these efforts can help increase the eNPS results.Continuously improveTaking action is the key to improving your employee Net Promoter Scores.This feedback tool lets you determine which ac

58、tions you need to take to optimize employee engagement and productivity while preventing team members from leaving the company.After deploying an eNPS and communicating with employees,formulate and implement specific actions to make improvements.Then,using follow-up surveys or conversations,ensure t

59、hat these actions were effective.A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)29How often should you measure eNPS?How regularly you deploy an eNPS feedback tool depends on your organization and your employees challenges.Ideally,your company should conduct eNPS surveys at least once per y

60、ear.If your organization operates within a high-intensity industry,eNPS rollouts should be more frequent,allowing you to monitor employee engagement.Measuring eNPS once a quarter seems to be effective across most industries.You can also conduct eNPS surveys after changing company policies and incent

61、ives,gauging how they affect employee engagement.Because completing these surveys is a relatively quick process,you can conduct them more frequently than comprehensive surveys consisting of multiple questions.However,sending these surveys out once a month or more frequently can result in questionnai

62、re fatigue.A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)30Employee Net Promoter score benchmarkingBenchmarking your eNPS against competitors is not ideal,as getting accurate scores is not always easy.And even if it was,doing so doesnt give you the insights you need to make practical impr

63、ovements with your team.Suppose your eNPS is higher than that of a competitor.Does that mean your eNPS is at the level it should be?Not necessarily.Your competitors dont have the same number of team members as your organization,and they have an organizational culture that differs from yours.Other co

64、mpanies also face unique circumstances and challenges,including regulatory requirements,which might,unfortunately,take priority over employee experience and satisfaction.Instead,your organization should be benchmarking against itself.Your eNPS should improve over time,especially after making organiz

65、ational changes.A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)31For example,if your eNPS was+5 in 2022,aim for a score of+10 in 2023.Then,if all goes according to plan,you can set a score goal of+15 for 2024.32A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)Your reputation counts

66、How do your employees view your organization?At Officevibe,the employee Net Promoter Score is among our most effective engagement tools to help you gauge how your team feels and interacts with your business,customers,and target market.And were not the only ones.Organizations like HubSpot,Salesforce,

67、Apple,and Netflix recognize the value of this simple survey tool and use eNPS to measure employee engagement and keep an eye on their employer brand.But eNPS is only the beginning.Many people make the mistake of focusing too much on the eNPS.While tracking and continuously improving this metric is v

68、aluable,its not all that matters.The eNPS is only one part of an entire feedback loop that should include employee engagement surveys,performance reviews,and regular one-on-ones to keep the conversations and development flowing.33A COMPLETE GUIDE TO THE EMPLOYEE NET PROMOTER SCORE(ENPS)-Automate col

69、lecting and calculating eNPS with Officevibe.Its easy to get started.With Officevibe,you can do all that.Automate eNPS question sends by including the question in their next Pulse Survey,and youll guarantee a follow-up and consistent scoring every 90 days.Just another way we make sure you have the m

70、ost complete and up-to-date data on your reputation as an employer.Try for free today.Officevibe is the incredibly friendly people-first employee experience platform your fresh,new way to engage,recognize,align,and enable world-class leaders and teams.A new approach to employee experienceGet started free