The eNPS responses are classified into three categories:
0-6: Detractors: Detractors are employees that are extremely dissatisfied with their employers and actively promote unfavorable word of mouth.
7-8: Passives: Employees that are neither emotionally involved nor disengaged are classified as passive.
9-10: Promoters: promoters are exceptionally dedicated personnel who spread the information about the organization.
Detractors
When a respondent delivers a score between 0 and 6, he or she is a detractor.
What is the significance of this score? This indicates that the employee is severely dissatisfied with the organization. Certain difficulties are causing them distress, and you, as an organization, must determine the fundamental reason and resolve the issues.
The first step is to ascertain why they are dissatisfied and the source of their negative feedback. Something is upsetting them, and you must ascertain what it is. Discover what’s on their minds, reassure them not to be afraid, and encourage them to share their thoughts.
When an employee provides negative feedback, it should trigger a procedure in which the disgruntled employee receives an email immediately inquiring what went so wrong or why he/she is unsatisfied with the organization. You must demonstrate real concern and demonstrate to the entire organization that their feedback is relevant by adopting the changes they desire.
Employee attrition is vexingly inconvenient and exorbitantly expensive. A single positive step can help firms avoid developing a negative reputation and a low employee net promoter score.
Passives
A respondent who gives you a score of 7 to 8 is deemed passive or neutral.
They are classified as passive since it is anticipated that they will not promote the organization or speak negatively about it. They exhibit a more neutral behavior. They are fairly satisfied, but because they have no direct impact on the organization’s feelings, they receive little attention.
However, does this indicate that an organization should disregard them since they produce no harm? If an organization has a similar mindset, they must instantly modify it. Although their score is not factored into the eNPS calculation, do not disregard their feedback. Strive to make them promoters on a consistent basis. Your ultimate objective should be to convert them into promoters.
Rather than that, you might simply ask them, “What is the one issue that is preventing you from referring your family/friends to this organization?”
Above all, foster a culture of feedback in your organization by allowing anyone to contribute or vent freely.
Promoters
When a respondent provides a score of 9 or 10 on the employee Net Promoter Score inquiry, he or she is deemed a promoter.
Employers should not become complacent if the majority of responses are 9 or 10. It’s natural to believe that employees who give your firm great ratings are already content and that you don’t need to concentrate on them.
However, organizations should remain focused and analyze promoter feedback to determine why they like the organization and the specific reason they expressed in referring your organization to friends and family.
The eNPS formula
The employee Net Promoter Score is calculated by dividing the number of promoters by the number of detractors and multiplying by 100.
eNPS= No. of Promoters – No. of Detractors/Total No. of Respondents x 100
Why eNPS is important to measure
- It helps you in determining overall employee loyalty
Employee Net Promoter Score is a quick approach to gauge employee engagement, the health of the firm and the best part about this is, it beats the usual long boring surveys hands down. Thus, by asking a single survey question, you can assist in determining employee loyalty levels.
- Reduce attrition among employees
By tracking eNPS and other human resource metrics, firms may avoid excessive attrition rates while also developing a contingency plan. The replies an organization receives after launching the eNPS survey will assist it in determining whether or not its employees are satisfied. As a result, corrective action can be taken promptly.
- Allows for the conversion of negatives to positives
The eNPS survey can assist organizations in converting critics to promoters. This can be accomplished by implementing particular system changes. Each time you receive a negative reaction from one of your employees, an automated system will send them an email inquiring them what is going wrong in the organization. Gather feedback and make a point of acting on it.
We have discussed that why eNPS is important. Now it is necessary to know how it can be used effectively so that it can help in employee engagement and organizational growth.
How to use eNPS effectively
- Identify the optimal solution
Although results should always remain anonymous, the use of the appropriate eNPS solution can assist in filtering survey findings and revealing variances by department, region, and demography.
- Utilize the eNPS survey software as a component of a larger program.
This should contain more detail on employee engagement and satisfaction to assist you in determining why some employees are promoters versus detractors and taking measures to convert detractors to ambassadors.
- Run along with a customer’s net promoter score
Often, these two measurements are in sync. When employees are satisfied, they are more engaged at work and more likely to go the extra mile to assist consumers.
- Identify how you may enhance your eNPS and brand loyalty
Conduct an employee NPS survey on a regular basis to determine whether or not your organization is experiencing continuous improvement.
- Be Transparent
Both the good and the negative should be shared. Sharing survey results with your employees and soliciting their suggestions for next actions makes them feel trusted and included in the improvement process, which promotes employee trust and participation.
- Take Actions
Once you have identified where experience gaps exist, take action to close them. Make certain to allocate resources to alter implementation.
When it comes to employee engagement, one of the worst things a business can do is solicit feedback and then fail to act on the feedback. It creates distrust in your employees and the process, and they are less inclined to engage in future polls.
In general, eNPS is an excellent way to begin soliciting feedback from your employees. When used in conjunction with a broader program focused on employee engagement and happiness, it can be a powerful tool for finding and closing employee experience gaps.
Limitation Of eNPS
The ease with which the eNPS may be implemented can also be deemed one of its shortcomings. While the statistic is useful for gaining a general sense of things, benchmarking, and tracking progress, it does not provide any further information. This implies that while you have an overall picture of how employees are feeling, you lack the qualitative insights necessary to determine why they are feeling that way.
For these reasons (and others), as we have discussed, it is essential to integrate the eNPS as part of a more holistic employee feedback program. It is possible to obtain a quantitative summary in this manner, but it is also possible to ask additional questions in order to obtain the actionable feedback you require to begin making improvements. Putting your eNPS into context and understanding what it means will assist you understand what to do next and what steps you should take next.
With Harry HR – Measure® your Employee Net Promoter Score gets calculated fully automatically and in real-time.
