Is Employee Net Promoter Score (eNPS) Enough to Monitor Engagement?

Employee NPS (eNPS) has become more and more popular to measure employee engagement. The question is if it is enough to improve the employee experience.

What is eNPS?

eNPS measures how likely your employees are to recommend their company as a place to work. It is based on the Net Promoter® Score concept that measures the loyalty of customers to an organization and asks employees how likely they are to recommend the company they work for on a scale from 0 to 10.

Employees give a rating between 0 (not at all likely) and 10 (extremely likely). Based on the response, customers fall into one of 3 categories to establish eNPS score: Promoters score 9 or 10, Passives score 7 or 8, and Detractors score between 0 and 6.

The percentage of detractors is then subtracted from the percentage of promoters, and the final number represents the organization’s Employer Net Promoter Score. eNPS scores can range from +100 (all responses are promoters) to -100 (all responses are detractors).

Promoters % - Detractors % = eNPS®

Does eNPS truly measure employee engagement?

Although eNPS with a single question is simple to measure it has its limitation. Employee Engagement is more complex than asking employees questions about the likelihood of recommending the company they work for.

eNPS overall score alone is not enough to understand if the employees are engaged in their job. It indicates what is holding employee experience back. There is a need to deep dive into detail on what can be improved. Consider other factors that drive employee experience and satisfaction.

A range of metrics for employee engagement

Consider a range of measures when looking at employee engagement rather than just on a single eNPS metric. Ask your promoters follow-up questions, such as why they like you, and ask your detractors why they don't like you in order to get the most out of your eNPS score. This type of micro-survey input provides you with a deeper understanding of the factors that are driving employee engagement, particularly when studied in conjunction with other data.

Measure other attributes such as work-life balance or development opportunities, which gives the insight where to make improvements. An accurate measure of employee engagement is made up of 4 main areas:

• Organization – a sense of belonging to the organization
• People – colleague and managers live up to organization values
• Work – job satisfaction
• Well-being – pleasant work environment

Overall, eNPS is a good start to ask your employees to provide feedback. It is a valuable tool in the process of identifying and closing employee experience gaps specially when compared to a previous score or to another organization’s results. Continuous employee experience measurement across the four employee engagement pillars and aggregating those scores will give an organization a better insight into employee engagement than any one of them on their own.

Reach out to our experts to see how Press'nXPress Employee Experience Software can help you in measuring employee experience to benefit your business today! Contact us.