the single number that can accurately capture employee engagement and predict future success
why companies love it
utilizing an employee NPS* (Net Promoters Score) helps companies by providing a single unifying goal for the entire organization to strive towards. it cuts through all of the details by providing a solitary metric that is highly correlated with all of the underlying themes surrounding both employee engagement & overall employee satisfaction.
employee NPS provides a much needed perspective when reviewing and analyzing the various topics within the survey. it does this by helping both managers and employees focus their efforts towards improving the company for the better.
this philosophy works especially well for companies that have also adopted a NPS analysis for customer satisfaction because they are now able to compare and contrast the two scores.
* NPS was pioneered by Fred Reichheld,
author of The Ultimate Question
how it’s calculated
1. employee NPS utilizes a special likert scale that ranges from 0 to 10.
(where 0 represents very unlikely and 10 represents very likely)
2. employee responses are then grouped into the following categories:
promoters (scores of 9 and 10)
are loyal employees who are highly engaged and would recommend the company to others
passives (scores of 7 and 8)
are satisfied but unenthusiastic employees who impede growth because of their limited motivation
detractors (scores of 0 to 6)
are unengaged employees who can damage your brand & impede growth through negative actions
3. calculate your company’s NPS score by subtracting the % of detractors from the % of promoters.
asking the right question(s)
employee NPS is a fairly new concept and there are a wide variety of wordings that all aim to achieve the same objective.
we have found that asking the following questions provide consistent and meaningful results:
since most engagement surveys utilize a 1-5 likert scale, the employee NPS question(s) should be presented separately in order to avoid any potential confusion for the survey participant.
we also recommend placing the NPS question(s) at the beginning of an engagement survey to eliminate the chance of any respondent bias that might be triggered by any of the other survey question.
view sample employee NPS questions
setting the right goals
simply measuring your employee NPS does not lead to success on its own.
companies must act upon their overall survey results to drive improvements that will result in
higher employee engagement and as a result, a higher level of customer satisfaction & loyalty.
when analyzing your employee NPS results it is important to utilize both:
finding best practices amongst the various sub-groups within a company
this includes comparing the branches, regions and departments within a company
comparing your organization’s performance against a group of other organizations
it is crucial to benchmark against a sample of demographically similar companies