eNPS (Employee Net Promoter Score) as a tool for measuring employee commitment?
Used by companies such as Apple, Rackspace and Verizon, the eNPS or Employee NPS is presented as the benchmark tool for measuring employee engagement. But is it enough for a complete assessment of the state of your teams?
The eNPS or Employee Net Promoter Score is a key indicator for measuring employee commitment and their propensity to recommend their company.
The concept is directly inspired by a barometer created in 2003 by the consulting firm Bain & Co: the NPS or Net Promoter Score. Designed to measure customer satisfaction, it consists of a single question: “Would you recommend our products/services to people you know?
The eNPS is the equivalent of this barometer, but for measuring employee commitment. Similarly, they are asked a single question:
«Would you advise people you know to come and work for our company? »
The answer is given on a scale from 0 (not at all likely) to 10 (very likely).
This question prompts respondents to evaluate various factors relating to their experience with the company, and the score they give reflects their overall level of commitment and satisfaction.
The Employee Net Promoter Score (eNPS) is a measure used to assess employee satisfaction and commitment within a company. It is based on the concept of the Net Promoter Score (NPS), which is commonly used to measure customer satisfaction.
Recently, the eNPS methodology has been enhanced to also measure other aspects of employee engagement, such as loyalty, trust in their company’s products or services, and satisfaction, via three additional questions:
If you were offered a position identical to your current one, but in another organization, how likely would you be to stay with your current company?
How likely are you to recommend your company’s products or services to friends and family?
Overall, how satisfied are you with your company?
Companies can decide whether or not to use these three questions in addition to the main question to support the eNPS results. In this case, they will also have to take these answers into account when calculating their engagement score.
As a number of studies have shown, engagement boosts team performance. Committed employees are more involved in the life of the company, generating better results and reducing turnover within organizations.
Here are a few figures that speak for themselves:
Measuring your employees’ level of commitment is therefore important, and eNPS can give you a good overview.
Now’s the time to try answering that famous question: “On a scale of 0 to 10, how highly would you recommend our company as an employer?”
It’s now time to divide the answers to the eNPS questions into three categories:
These are the employees who give the best marks. They are considered highly committed and are ambassadors for your organization.
Even if these employees don’t really have a negative opinion of their experience at the company, they’re not really committed either.
These are the people who gave the lowest marks to the eNPS questions. These employees are clearly disengaged.
The formula to be used to calculate your score is as follows:
eNPS = % Promoters – % Detractors
For example, if a company has: 70% promoters, 5% neutrals and 25% detractors, its eNPS score is: 70 – 25 = 45
The NPS® scale ranges from 100 (a perfect score with 100% promoters) to -100 (the worst-case scenario with 100% detractors). Any score above 0 is considered satisfactory, as it means that your company has more promoters than detractors. Any score above 25 is considered very satisfactory, and any score above 50 is exceptional.
As you can see, the eNPS only provides a snapshot of the current situation, and in no way identifies areas for improvement. It is therefore important to go beyond this result by offering a more comprehensive measure of your employees’ engagement.
Zest’s Engagement Meter divides engagement factors into six simple categories, which your employees rate and comment on. It thus identifies the values that are important to your employees, thanks to 18 “motivational levers” defined by a doctor of psychometry.
Surveys can also be used at company level, or even within a single department, to invite employees to give their opinion on one or more themes.
It’s essential to go beyond simply measuring engagement, and turn it into concrete action. To do this, you need to identify the values that motivate your employees and activate these levers to improve well-being at work.
The eNPS score is an undeniable element of reassurance to reinforce your employer brand with your customers, employees and future recruits. Zest has created its own eNPS Label to give companies a tangible indication of their commitment to their employees. These scores are calculated directly from an engageometer or survey, according to the needs of the organization.
The Employee Net Promoter Score (eNPS) offers a number of advantages for companies. Here are some of the main benefits of eNPS:
Due to the simplicity of its approach and use, the eNPS has certain limitations that need to be taken into account when applying it:
For a more accurate picture of employee satisfaction and commitment, we recommend combining eNPS with other assessment tools, such as qualitative surveys, polls, individual interviews and corporate culture assessments.
To take things a step further, there are a number of solutions available, depending on your needs: