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eNPS Surveys

Make data driven decisions about company culture

Employee Net Promoter Score (eNPS) Survey

Employee Net Promoter Score (eNPS) Survey allows you to monitor trends of how your employees are generally feeling in their place of work, like a sentiment or pulse check. Usually characterised by scoring between zero and ten, an eNPS survey asks your employees a question relating to their job, for example, how motivated they feel, how appreciated they feel by the company or whether they enjoy their role.

eNPS surveys usually tend to be anonymous to give employees freedom of expression, meaning that employees can get an accurate interpretation of how satisfied employees are. Employees can select their score from zero to ten for each question, with the option to add textual context should they wish.

Major benefits of using eNPS systems is how quick and easy they are to have an overview of how engaged and loyal your employees are. With an increasing number of companies beginning to use this system, it brings a greater possibility of benchmarking against other companies.

The method of using eNPS surveys is highly efficient, with a minimal amount of input needed from company managers and leaders, therefore it is a time effective method to utilise.

Whilst eNPS surveys are anonymous, the average score per employee is not calculated. Instead, an overall net promoter score is calculated based on the formula of (% of Promoters) – (% of Detractors) = employee Net Promoter Score.

When scores of zero to ten are used, an individual score is categorised by titles of promoters, passives or detractors.
Promoters (score 9 – 10)
The promoters in a company tend to be loyal, enthusiastic and extremely satisfied with their overall job. Promoters are known to fuel growth in the company and be more willing to succeed.
Passives (score 7 – 10)
The passives are moderately satisfied with their day-to-day job. Whilst they are very uniform in their views of the company, their scores are often not taken into consideration when scores are calculated.
Detractors (score 0 – 6)
Known as the least motivated, detractors are generally unhappy, unsatisfied and unmotivated with their job role and management.

Effectively using eNPS

In order to effectively use eNPS, responses should remain anonymous to receive higher response rates. By regularly using the eNPS survey structure, employers can identify trends with how employees are feeling and gain insight into why this may be.

To ensure the integrity of your responses, it’s worth clarifying to employees that they can feel confident with their anonymity when responding to answers. If you’d like further insight into the responses, it can be worthwhile to give respondents the choice whether or not they would like to mention which department they work in.

Alternatively, it is worth considering using an external HR manager to handle these responses, meaning that every employee can confidently express their responses and their reasons behind them.

Using eNPS surveys makes it easy to measure trends from your results. For example, if a larger than usual number of employees respond to eNPS surveys with extremely positive results, it’s likely that something has recently taken place to boost morale and motivation throughout the company.

It’s also a great indicator of morale throughout the year and identifying factors that may influence this morale in your team. When a follow-up question is used in employee surveys, managers can get an understanding of what makes their employees satisfied, which of course, means that employers can make necessary changes to ensure that other employees become ‘promoters’.

To fully understand these trends, managers must have follow-up questions with their eNPS survey, or alternatively, create more comprehensive surveys to follow the initial survey.