How To Calculate & Improve Your eNPS

Newsflash — customers aren’t the only brand ambassadors affecting your business! Maybe this was true in the distant past, but in today’s world of Glassdoor and Ziprecruiter, it’s the employee — not necessarily the client — who rules the roost.

The net promoter score (NPS) was the first theory to touch on this issue, often used to measure engagement from an external stakeholder audience. However, it wasn’t quite enough to measure any internal audiences. Enter the eNPS (employee net promoter score), offering an inside look at the real engagement of your employees. It might not be all chocolates and roses, but by digging into the cold, hard numbers, your business can start optimizing its internal culture to create a winning brand that everyone loves. Yes, please!

Is eNPS really worth the trouble, and can it be measured and improved without the help of data experts? You bet your bottom dollar! Let’s take a gander through the wild and wonderful world of eNPS.

Why you should bother with eNPS

Understanding the goals, opinions, and feelings of your customers is a great way to benchmark your business. In the same way, keeping an eye on the expectations and attitudes of employees is absolutely essential to the survival of your brand. It’s not just about the money; it’s about helping people fall in love with your company over and over again!

Apart from being easy to use, eNPS makes enormous impacts on virtually any industry.

• Raising your eNPS score can boost retention and happiness rates at your organization.
• A high eNPS generates positive word of mouth and reviews, which attracts some of the best industry talent.
• The more committed employees are to their mission, the more productivity, creativity, and innovation can be found in their work.

At the end of the day, it just doesn’t make sense to ignore your eNPS. It’s simple to calculate, easy to understand, and downright incredible when correctly applied to employee pain points. If you’re ready to take your brand to the next level, introducing eNPS is definitely for you.

How to calculate eNPS

Remember the good ol’ fashioned NPS score? Many of those principles can be translated to internal surveys like the eNPS. This includes the numbering scale of 1 - 10, which ranks employee brand loyalty from lowest to highest.

• 1-6 — These employees are considered detractors of your brand. Not only are they dissatisfied, but they’re far more likely to tell other people about what they think (and probably in less than favorable language).
• 7-8 — These employees don’t hate your brand, but they don’t love it either. This is more or less the middle of the road, and includes passive employees without much to say about anything.
• 9-10 — These employees are head-over-heels for your company’s culture! Not only are they more willing to brag about what you do, but they’ll do so with anyone they meet!

As you can tell, understanding and measuring employee wellbeing at work is a pretty big deal. The more employees lean toward a 9 or 10, the better your company will be perceived. If you fall into the 1-8 category? You might have some work to do.

Here’s how to measure eNPS at your institution:

eNPS = Percent Of Promoters – Percent Of Detractors

The higher the percentage, the higher your employee loyalty will be. And how do you get these percentages, you ask? With surveys (more on that later)!

How to improve eNPS

Follow along with these easy steps to improve employee wellbeing in the workplace:

• Be a human — Do you treat employees like humans? And no, we’re not talking about birthday gift cards or Bagel Tuesdays. Are you actually engaging with them? Asking questions? Interested in their kids’ / pets’ / spouses’ lives? If you value your employees like people, they’ll be sure to value your brand.
• Read survey results — It’s not enough to go through the motions of a survey. You should also be invested in the wants and needs of your passive and detractor employees. What are they looking to change? What do they need from you?
• Refocus on engagement — Employee engagement is one of the biggest contributors to the eNPS score. Consider new ways to say ‘thank you’ and motivate with tangible rewards, collaboration platforms, and employee development programs.

The eNPS is like a tray of brownies — the more batter you put in, the better the brownies come out (or something like that). Focus on your employees, and in turn, they’ll pour time and talent back into you.

How to use eNPS with Motivosity

eNPS might sound overwhelming at first, but it doesn’t have to be this way. Let’s introduce you to the Listen platform, Motivosity’s pride and joy for surveying, tracking, and following up with employees.

• Deploy eNPS surveys, tracking, and analytics at the touch of a button
• Create automatic and customized incentives for surveys
• Follow along with the reports dashboard

Curious about what the Listen platform might look like for you? Schedule a demo to see how it works!

Sources:

• https://www.motivosity.com/blog/measure-wellbeing-at-work
• https://www.motivosity.com/blog/improve-wellbeing-in-the-workplace
• https://www.motivosity.com/blog/do-you-treat-your-employees-like-humans
• https://www.motivosity.com/listen
• https://www.motivosity.com/blog/enps-the-net-promoter-score-for-employees