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eNPS Survey

Learn more about the eNPS survey on Empuls.

Updated over a week ago

What is eNPS?

The Employee Net Promoter Score, or eNPS, is a key metric measured by Empuls, quantifying the organisation's perception among its employees.

eNPS is a globally accepted indicator of employee loyalty and is an early warning system for predicting employee disengagement. It is based on the Net Promoter Score (NPS) framework developed by Bain and Co's research team, led by Reicheld, to evaluate customer satisfaction and loyalty.

What questions are asked in the survey?

The eNPS survey asks employees two questions:

1. On a scale of 0 to 10, how likely are you to recommend this organisation as a place of work to a friend or colleague? (This is a rating-based question.)

2. Please help us understand the reason behind your score. (This is an open-ended question.)

How are survey responses analysed?

Employees are categorised as promoters, passives, or detractors based on their responses to the eNPS question.

Promoters are employees who score 9 or 10, indicating high engagement, motivation, happiness, and enthusiasm for recommending others to join. You want more of these.

Passives or neutrals are employees who score between 6 and 8. As the name suggests, they do not hold a strongly positive or negative opinion. It is desirable to encourage more of these employees to become promoters.

Detractors are employees who score 5 or below. Such employees are less engaged, and the organisation must invest in understanding the reasons behind their disengagement and aim to have zero detractors.

How is eNPS calculated?

The eNPS is calculated as the difference between the ratio of promoters and detractors in an organisation. It can range from -100 (all employees being detractors) to +100 (all employees being promoters). Generally, a score around +30 is considered good, and a score around +50 is considered excellent.

Few companies, such as Hubspot, have an eNPS of around +80. This is one of the highest across industries at a global level.

The formula for calculating eNPS: eNPS = % of promoters - % of distractors.

For example, in an organisation of 200 employees, if 100 are promoters, 60 are passives, and 40 are detractors, then the eNPS would be calculated as follows: % of promoters = 50, % of detractors = 20, hence eNPS is 50 - 20 = 30.

Get started with creating and running eNPS for your organisation by going to Create Surveys.

How is the eNPS related to employee engagement?

The eNPS is a single score based on one question's answer.

However, the underlying factors influencing an employee to give that particular score vary. These underlying factors are called Engagement Drivers. The Employee Pulse Survey on Empuls dives deeper into each engagement driver and provides insights into the engagement and motivation levels of the organisation's employees.

Learn more about: Employee Pulse Survey

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