Unlock employee happiness: eNPS best practices for a better workplace

Want to know if your team is truly happy? The Employee Net Promoter Score (eNPS) is a straightforward way to gauge employee sentiment. It reveals how likely your employees are to recommend your company as a great place to work. To effectively track eNPS and gain valuable insights, businesses need reliable tools and strategies. This article dives into eNPS best practices, helping you improve your workplace and attract top talent. Solutions like review.jobs, an employee reviews management platform,  can help businesses identify areas for improvement, build a strong employer brand, and ultimately boost their eNPS scores.

What is eNPS? (and how do we calculate it?)

eNPS is built on a single, powerful question: “On a scale of 0 to 10, how likely are you to recommend [Your Company] as a place to work?”

Let’s break down that scale:

• 10: “Absolutely! This is the best workplace I can imagine!”
• 5: “It’s average, nothing particularly stands out.”
• 0: “I would strongly advise people to avoid working here.”

Based on these responses, employees are categorized into three groups:

• Promoters (9-10): These are your enthusiastic advocates. They love your company and will spread positive word-of-mouth.
• Passives (7-8): They’re satisfied but not passionate. They’re not unhappy, but they aren’t going to actively promote your company.
• Detractors (0-6): These are your dissatisfied employees. They might even discourage others from working for you.

How to calculate eNPS:

Imagine you surveyed 100 employees.

• 50 employees were promoters.
• 30 employees were passives.
• 20 employees were detractors.

Here’s the calculation:

• 50% are promoters.
• 20% are detractors.
• 50% – 20% = 30%. Your eNPS score is 30.

A positive eNPS score is a good sign. A high positive score signifies a thriving workplace.

eNPS best practices: get actionable results

To maximize the benefits of eNPS, follow these key best practices:

1. Ensure anonymity (confidentiality):
   1. People will be more candid if their responses are anonymous. This leads to more accurate and valuable feedback. For instance, use a survey platform that doesn’t track individual responses.
2. Conduct regular surveys (consistent measurement):
   1. Regular surveys reveal how employee sentiment evolves over time. You can assess the effectiveness of your initiatives. Conducting surveys every three or six months is a good practice. This allows you to track trends; for example, if a recent policy change led to a decrease in scores.
3. Incorporate open-ended questions (qualitative data):
   1. Numerical scores are useful, but qualitative insights are essential. Include questions like, “Why did you give that score?” or “How can we improve?” For example, an employee might say, “I gave a 2 because the outdated software constantly crashes.” This provides a specific problem to address.
4. Implement changes based on feedback (actionable insights):
   1. Don’t just collect data; act on it. Make improvements based on employee feedback. Then, communicate these changes to your team. If employees complain about outdated equipment, replace it and inform everyone that you’ve done so.
5. Segment your data (targeted analysis):
   1. Analyze scores by department, tenure, or location. This helps identify specific areas of concern. For example, the sales team might have high scores, while the customer service team might have low scores.
6. Integrate with other feedback channels (comprehensive view):
   1. eNPS is one tool among many. Also, consider exit interviews and performance reviews. This provides a holistic view of employee experience. If multiple departing employees mention inadequate training, that’s a significant trend to examine.

How eNPS enhances your company’s performance:

1. Strengthen employer branding (reputation management):
   1. Positive eNPS scores and favorable employee reviews build trust and credibility. This attracts top talent.
2. Highlight company strengths (value proposition):
   1. Identify what employees value most about your company. Then, showcase these strengths in recruitment materials.
3. Address weaknesses (continuous improvement):
   1. Low scores indicate areas for improvement. Addressing these issues creates a better workplace.
4. Attract top talent (talent acquisition):
   1. People seek companies with happy employees. A strong employer brand helps you attract the best candidates.
5. Improve employee retention (reduce turnover):
   1. Happy employees are more likely to stay. This reduces recruitment and training costs.
6. Foster internal advocacy (brand ambassadors):
   1. Satisfied employees become brand ambassadors, sharing positive experiences with their networks.
7. Enable data-driven decisions (strategic planning):
   1. eNPS data provides factual insights for informed decision-making.

How to utilize eNPS data effectively:

• Trend analysis (longitudinal data): Track score fluctuations over time to identify patterns.
• Root cause analysis (problem identification): Investigate the “why” behind scores to understand underlying issues.
• Benchmarking (comparative analysis): Compare your scores to industry benchmarks to assess your performance.

eNPS frequently asked questions

How often should I conduct eNPS surveys?

Conducting eNPS surveys quarterly or bi-annually is generally recommended. This allows you to track trends and measure the impact of your initiatives.

Is it necessary to include open-ended questions in eNPS surveys?

Yes, open-ended questions provide valuable qualitative data that complements numerical scores. They help you understand the “why” behind the scores.

How can I ensure anonymity in eNPS surveys?

Use a reputable survey platform that guarantees anonymity. Avoid collecting personally identifiable information and ensure that responses cannot be traced back to individual employees.

What should I do with a low eNPS score?

Analyze the feedback to identify areas for improvement. Develop an action plan to address these issues and communicate the changes to your employees.

Can eNPS be used in all industries?

Yes, eNPS is applicable across various industries and company sizes. It’s a universal metric for measuring employee loyalty and satisfaction.

What is a good eNPS score?

Any positive score is generally considered good. However, a score of 50 or higher is often seen as excellent. Benchmarking against industry standards is also helpful.

How do I get management to buy into eNPS?

Present data that shows how happy employees improve the company’s bottom line. Show how it improves retention, and the ability to attract top talent.