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Measuring employee Net Promoter Score (eNPS)

Jul 22, 2020| Reading time: 5min

BY ChartHop

Employee engagement is increasingly important to an organization’s health and performance, especially in times of remote work.

An engaged workforce ensures better decision-making, increased adaptability to setbacks, higher earnings, and greater opportunities for growth and innovation. One way to assess employee engagement is through issuing an Employee Net Promoter Score (eNPS) Survey, which gauges how likely employees are to be ambassadors for the company by advocating employment there.

We’ve added a bundle in ChartHop that will allow you to easily download our pre-configured eNPS survey, scoring methodology, and reports so you can visualize employee engagement across your company.

You can access this and other bundles from the Apps and Integrations page from the Settings menu.

Measuring engagement through employee Net Promoter Score (eNPS)

The Employee Net Promoter Score Bundle allows you to collect data, store data, view data and report on data.

Storing historical eNPS data

We recommend instructing employees to fill out the ENPS survey on a monthly basis as a quick pulse check for engagement levels. ChartHop will track the ENPS overtime allowing leaders to make necessary changes to improve scores.

To store the data we create the following custom fields:

  • Employee Net Promoter Score Question (enpsQuestion) which is a numerical scale from 0-10
  • Employee Net Promoter Score ID (enpsId) which is a smart bucket (promoter, passive, detractor) based on the Employee Net Promoter Score Question (enpsQuestion)

The Employee Net Promoter Score ID (enpsId) takes the results of the Employee Net Promoter Score Question (enpsQuestion) and based on their response, they are categorized into one of the following segments: Promoters (9-10 ranking), Passives (7-8 ranking) and Detractors (0-6 ranking).

The eNPS score is then calculated as % of promoters – % of detractors x 100 .

Employee Net Promoter Score Formula

Collecting eNPS data

To collect the data we create the following custom forms:

  • An anonymous ENPS survey, asking employees how likely they are to recommend their company on a scale of 0-10

To customize any wording in the ENPS survey, you can go to Custom Forms and edit the form entitled Employee Net Promoter Score Survey. This is how it will appear to employees, and they can access the survey from their individual profiles.

Employee Net Promoter Score Survey form

Viewing personal eNPS data

To view the data we create the following custom tab in the employee profile:

  • Employee Engagement tab which indicates employees’ historical eNPS response, on a scale of 0-10. The profile tab can only be viewed by the person whose profile it is.

Sample employee profile with historical eNPS

Reporting aggregate eNPS data snapshots and trends

As mentioned above, the eNPS score is calculated as % of promoters – % of detractors x 100. The reports will calculate your eNPS across the organization as well as eNPS broken down by various dimension.

To report on the data we create the following reports:

  • eNPS snapshots and eNPS over time across the organization
  • eNPS snapshots and eNPS over time broken down by Gender
  • eNPS snapshots and eNPS over time broken down by Level
  • eNPS snapshots and eNPS over time broken down by Race/Ethnicity
  • eNPS snapshots and eNPS over time broken down by Generation

Sample report of eNPS across gender, level, ethnicity, and more

Feel free to customize reports based on your locations, your departments and your own variable names. For a less complicated process, you can also filter the report view to be more granular based on any of your fields.

Employee engagement has never been so important.

Use this bundle to understand and visualize employee engagement across your organization. To gauge your success, take a look at the guidelines Sophia Madhavan provides in HR Technologist:

An eNPS score can range anywhere from -100 to 100. However, any score above zero is acceptable. Different companies may have different standards. Generally, a score within the bracket of 10 to 30 is considered good and a score of 50 is excellent. Anything less than -10 should be a warning sign for you.

Leverage eNPS to develop data-driven strategies to improve your scores and build a more effective and engaging organization.

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