Incorporating eNPS into Your Employee Engagement Strategy

Using eNPS (Net Promoter Score) to improve employee strategy, retention, and loyalty

by Elle Mason - August 31, 2021

The way that employees feel about a company can be one of the most impactful factors on their job satisfaction and performance, and the company’s bottom-line. After all, people who support their company are going to be more compelled to take on tasks that improve the business, while employees who don’t might feel apathetic at best.

Do you know where your employees stand? If not, calculating the Employee Net Promoter Score is a great place to start. This article will serve as a resource for HR on how they can use eNPS (Net Promoter Score) to improve employee strategy, retention, and loyalty.

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What is the eNPS?  Why is it a helpful tool for HR?

eNPS is a tool that measures employee engagement by helping HR understand how employees are feeling about the company. It can help leadership team identify the problem areas in the workplace and address those issues, and it can also provide insight into how broad the problems are – is most of the staff neutral or unhappy? Are people of a specific background or diverse groups reporting negative feelings and if so, what are they experiencing to lead to those feelings?

eNPS is sometimes referred to as an “employee advocacy index” or an “employee feedback survey.” The company essentially asks its employees to answer questions related to their work experience and their attitude towards the company.

In the case of the eNPS specifically though, it is typically limited to 1 or 2 questions: How likely are you to recommend (company)? Why did you provide that score?

Answers are then divided into three categories: Promoters, Passives, and Detractors.

Promoters are those who have a positive attitude about your company and they are likely to recommend your company to others as well. They are your informal cheerleaders, likely to speak highly of the business unsolicited, and go above and beyond.

Passives have no strong positive opinion about your company but they do not have any negative opinion either so they can be considered neutral for now. But this is an opportunity area – passives may be converted later into promoters or detractors, depending on what happens in future interactions with other employees or leadership.

Detractors are people who have a negative attitude about your company and are unlikely to recommend it to others. They may also complain about the company to people they know and they aren’t likely to feel inclined to go the extra mile.

How do you track eNPS? How frequently?

There are two ways in which you can track your company’s eNPS. You can either take a one-time survey to get an eNPS score, or you can build an eNPS metric into your business.

The one-time survey is better for getting a specific snapshot of how your company’s employees feel about their experience, but it does not help in pinpointing where the problems lie and what the best solutions might be.

On the other hand, if you build an eNPS metric into your business, then it will help you to understand exactly where your employee dissatisfaction lies and what steps need to be taken.

What is the score breakdown?

The eNPS score breakdown is a way of understanding the employee experience by looking at three categories:

* Net Promoter Score: This is the percentage of employees that are promoters minus the percentage of employees that are detractors.

* Detractor Score: The number of employees who gave you their feedback but indicated they are a detractor.

* Promoter Score: The number of employees who gave you their feedback and indicated they are a promoter or feel favorably about your brand.

The score calculation is simple. eNPS = % of promoters – % of detractors.

What do you do once you have feedback from it? How do you create a game plan on improving based on it?

There is a beauty to the simplicity of the employee net promoter score – because it’s short, employees are likely to answer it, giving you rich feedback to work with. But how you respond to the feedback is up to you! A great first step is digging deeper – why do the Promoters feel so positively about the company? What experiences are they having that leads to this score? Is it their colleagues? Customers? Benefits? Managers?

And similarly – why are the Detractors feeling negatively? What is shaping their experience and how can it be improved?

And as we mentioned, Passives represent an opportunity to build fans or foes – learning more about their experience is crucial.

The action steps that you should take are going to be dependent on the feedback you receive from employees, so asking them for more information is critical.

What can supplement the eNPS in collecting feedback from employees?

There are a number of ways to collect supplemental or follow-up feedback and get the answers and direction that you need to build towards stronger engagement and loyalty.

  • Full engagement surveys: Consider asking employees to build on their feedback by answering more specific questions about areas of satisfaction or dissatisfaction – like their colleagues, managers, roles, and development.
  • Group feedback sessions or focus groups: Sometimes one-on-one conversations can feel daunting or nerve-racking, making it difficult for employees to share negative feedback. However, within the context of a group, they may feel more comfortable.
  • One-on-one conversations: On the flip side, sometimes it can be difficult to challenge a group when one employee is the only person who disagrees. Having brief individual conversations can help people feel more comfortable sharing feedback – especially things that they may want to keep private.

GoCo can also help with building employee engagement and loyalty efforts!

Feedback Timelines – With GoCo’s Performance Management feature, each employee has a timeline where you can post notes, praises and improvements, employment changes, and performance documents. It’s a great way for employees to stay connected and stay on top of their goals and performance. Employees and managers can take private or shared notes depending on their preferences. This is a great supplement to the eNPS score because it consistently keeps a pulse of how your employees are feeling and their goals within 1:1s and meetings.

Anonymous Workflows – Another great supplement to the eNPS tracking is GoCo’s new anonymous workflows feature. With this feature, employees are able to submit a completely anonymous workflow, which takes away any pressure or uncertainty an employee has about submitting potentially sensitive or negative information. Employees can provide suggestions for business improvement, report sexual harassment, and more – all while remaining anonymous. This is a good way for organizations and HR to find ways to improve and continuously take feedback and build on the culture.

 Whether you want to dip your toe in the employee loyalty pool with a simple, one-question eNPS survey and score, or get a thorough understanding of the satisfaction and experience of the employees at your company, getting starting and asking questions is a wonderful first step for building a true community.

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