Raise Employee Satisfaction (eNPS) and Raise Customer Satisfaction (NPS)

We, like many companies, care deeply about our team members and their happiness.  We do an annual in-depth survey, conduct quarterly open-topic roundtables and host monthly Townhall meetings.  But the metric we watch the most that tells us if we are doing a great job is, our eNPS (employee Net Promoter Score).  We are in the business of helping other organizations raise their customer NPS (Net Promoter Score).  Iconic brands trust us with their most precious commodity- their customers.  We believe 100%, that that our success in being able to raise NPS for prominent brands is directly related to the happiness of our own team.  Our culture is everything.  Our people make customers happy.  It therefore, makes sense that we have our own laser beam focus on employee satisfaction (eNPS).  We conduct an eNPS survey each quarter and share the results company-wide.  Here is how it works:

How employee NPS (eNPS) is calculated?

1. First conduct the survey.  Survey Monkey has a nice survey template ready to go.  https://www.surveymonkey.com/mp/net-promoter-score-survey-template. “On a scale of 1-10, how likely are you to refer a friend or family member to work for our company (ABC)?”
   
   • 9-10:  Promoters – Employees that give a rating of 9 or 10 are considered Promoters.  These individuals are FANS and love your company!
   • 7-8:    Passives – Employees that give a rating of 7 or 8 are considered Passive.  These individuals aren’t negative about the company, but they also are not loyal.
   • 0-6:    Detractors – Employees that give a rating of 6 or lower are considered Detractors.  These individuals are not happy and are not supporters of the company.
2. Gather all scores for each number
3. Add up the total for each group – Promoters, Passives and Detractors and set aside the Passives (anyone that scored 7 or 8)
4. Calculate the score by subtracting the % of Detractors from the % of Promoters    Delighted has a nice tool online to help with the calculation:  https://delighted.com/nps-calculatorExample:  100 Employees respond and take the eNPS Survey
   60%-  Promoters
   30%-  Passives
   10%-  Detractors
   50% Net Promoter score is:  50

Your score can be a negative number.  No matter what your score is now, it can be a benchmark for progress.  Our latest NPS from Q4 2017 was 54.  We are quite proud of our culture and this score, but we also know that is takes constant focus and work.  We see a direct correlation between our eNPS (team member satisfaction) and our ability to drive the NPS for our client’s customers.

What eNPS is good?

Generally, any eNPS score above 0 is considered “Good”
+50 eNPS is considered “Excellent”
+70 eNPS is “World Class”

Excellent eNPS will impact your overall customer NPS.  The question is, what does it take to move the needle from a culture point of view.  That is another BLOG.