1. Enter your eNPS question
To get started with measuring your eNPS, the first step is to use your survey software to create your first eNPS survey.
eNPS surveys are a type of pulse survey — short surveys designed to “take the pulse” of your company. They usually consist of only one question: “How likely are you to recommend us as a place to work for your family and friends?”
Employees are asked to answer this question on a scale of 0 to 10, with 0 being the least likely to recommend your company, and 10 being the most likely.
2. Add a follow-up question
You may want to add a quick follow-up question after your eNPS question to gain a deeper understanding of the scores you received.
For best results, try to make this second question short and open-ended. After all, the point of an eNPS survey is to be quick and easy. Use a simple question, like “What was the primary reason for the score you gave?”
By using a follow-up question, you can get a better understanding of your eNPS survey results. This question can help clarify what individual employees mean by their scores, since people may rate you differently depending on their personal understanding of the rating system.
For example, you might have two happy employees. One rates you a 10 and the other gives an 8 or a 9, with the thought that there’s always room for improvement. And of course, if many employees are giving your company low scores, you should want to know why, so you can figure out the source of the problem and fix it.
If you choose to use a follow-up question, be sure to avoid overly specific or leading questions. For example, don’t ask something like “Do you feel unhappy with our new wellness program?”, since this assumes the scores your employees gave have to do with the wellness program rather than something else. Specific questions are better suited to a longer employee survey.
3. Send out your eNPS survey
eNPS surveys should be sent out at least once per quarter. The more frequently you send out surveys, the more closely you’ll be able to track changes in employee engagement.
If your company is growing fast or if you’re in a fast-moving industry, this is even more important — major changes often come with fluctuations in employee engagement.
4. Review your data
Once you’ve sent out your surveys and received responses, it’s time to analyze your data. Have a look at the eNPS scores you’ve received. You can organize these scores into three categories:
- Detractors: Employees who give an answer between 0–6 are known as detractors. They have a negative opinion of your company.
- Passives: Employees who choose a 7 or 8 are called passives. They have a neutral opinion.
- Promoters: Employees who answer with a 9 or 10 are promoters. They are very satisfied and can help you actively promote your company.
5. Calculate your eNPS
Now that you’ve figured out the number of detractors, passives, and promoters you have at your company, it’s time to calculate your eNPS score. This single number is a quick way of understanding how your company is doing with employee engagement.
Here’s the formula you should use:
eNPS = % of promoters minus % of detractors
Let’s say your company has 50 employees. 12 are promoters, 20 are passives, and 18 are detractors. Here, 24% of your employees are promoters, and 36% are detractors. By subtracting the percentage of detractors from the percentage of promoters, you get an eNPS score of -12.
So what exactly does this score mean? A higher eNPS represents a better result, while a lower score represents a worse result. In the example above, the company with an eNPS score of -12 had a slightly higher percentage of detractors than promoters, meaning they still have some work to do on employee engagement. eNPS scores vary from -100 to 100, with 0 being a “neutral” score.
Follow-up best practices for measuring eNPS
Use longer employee engagement surveys alongside eNPS
While eNPS is a great metric to use for a quick snapshot, don’t forget that it’s just a starting point. To get a full picture of how you’re doing with employee engagement, you’ll need to run more in-depth surveys alongside the eNPS.
Sometimes, an employee feels satisfied but not necessarily engaged in their work. They may give you a higher eNPS score, but aren’t a high performer. To understand these nuances, it’s important to dig a little deeper with a longer employee engagement survey.
— Don’t know where to start with your surveys? Take a deep breath. We’re here for you! Start by reading our step-by-step guide to running an employee engagement survey.