The Employee Net Promoter Score (eNPS) is a key indicator of employee satisfaction and loyalty.
The goal is to achieve and maintain a positive score, meaning an eNPS above 0.
A score of 30 or higher indicates that a strong majority of employees speak positively about your organization. A score of 50 or higher is generally considered a sign of organizational excellence.
The eNPS is calculated as: % Promoters - % Detractors
Curious about how this score is calculated and where to find it in the platform? Read: The eNPS score/ Identifying the level of employee pride.
Increase the Number of Promoters
Improving your eNPS starts by reinforcing the factors that make employees proud to work for your organization.
Use the Follow-up Question to Take Action
Review the comments left by Promoters and Passives in response to the follow-up question: Could you share what makes you most proud of your role or of working for [Company]?
Their feedback highlights the organization's greatest strengths and identifies the experiences that should be preserved, celebrated, and expanded.
Key Action Points
Analyze the responses to the positive follow-up question
Identify the drivers of employee pride
Reinforce these strengths by highlighting and building on what employees value most
Reduce the Number of Detractors
Reducing the number of Detractors requires acting on the improvements employees identify as the highest priorities.
Use the Follow-up Question to Take Action
Analyze the comments left by Detractors in response to the constructive follow-up question: What changes should we make for you to recommend [Company] as a great place to work?
These responses help uncover the issues that have the greatest impact on employee experience and provide a clear starting point for action plans.
Key Action Points
Collect and analyze responses to the constructive follow-up question.
Identify the main pain points and priority needs.
Develop and implement action plans to address these concerns.
Analyze the Overall Distribution
Looking beyond the overall eNPS score is just as important as the score itself.
Review the distribution of Promoters, Passives, and Detractors to understand better where your efforts will have the greatest impact.
Examples
Many Passives and No Detractors
If most employees are Passives and there are few or no Detractors, focus on strengthening the positive aspects of the employee experience. Turning Passives into Promoters will have the greatest impact on your score.
Many Detractors and Few or No Passives
If there are many Detractors and few or no Passives, prioritize resolving the key issues employees have identified. Reducing dissatisfaction is the fastest way to improve your eNPS.
💡 Go even further: Your eNPS tells you where to take action, while the Importance concept helps you understand what to prioritize.
By identifying the factors and sub-factors that matter most to your employees, you can focus your efforts on the actions that will have the greatest impact on improving your eNPS.
Want to learn more? Read Discovering and Understanding the Concept of Importance in Amelio.