At VIPdesk, we track employee Net Promoter Score (eNPS) every quarter because it predicts something we care about even more: the Net Promoter Score (NPS) our clients’ customers report back. Here’s how we calculate eNPS, why the two scores are connected, and what counts as a good score.
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 most closely to gauge whether we’re doing right by our team is eNPS. We’re in the business of helping other organizations raise their customer NPS, and iconic brands trust us with their most precious commodity — their customers. We believe our success raising NPS for prominent brands is directly tied to the happiness of our own team. Our culture is everything, and our people are what make customers happy. So it makes sense that we keep a steady focus on employee satisfaction (eNPS). We conduct an eNPS survey each quarter and share the results company-wide. Here is how it works:
How is employee NPS (eNPS) calculated?
- 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 who 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.
- Gather all scores for each number.
- Add up the total for each group – Promoters, Passives and Detractors – and set aside the Passives (anyone that scored 7 or 8).
- 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-calculator. Example: 100 Employees respond and take the eNPS Survey — 60% Promoters, 30% Passives, and 10% Detractors. Since Passives are set aside, the score is 60% minus 10%, for a Net Promoter Score of 50.
Your score can be a negative number. No matter what your score is now, it can be a benchmark for progress. In Q4 2017, our own NPS reached 54 — a score we were proud of, though we know maintaining it 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 score 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 it takes to move the needle from a culture point of view — that’s a topic for another post. If you’re building out your own eNPS and NPS tracking, our CXInsights analytics dashboards can help you monitor both in real time.
