The method for measuring eNPS in your company

The 16.11.2021 Management

Did you know that on average, happy and engaged employees are 31% more productive?

And if you learned that there was a reliable, simple, and universal tool for measuring employee engagement, you would use it, right?

Through this article, you will discover the Employee Net Promoter Score (eNPS). You will also understand the need to use this measurement tool, as well as the importance of offering complementary HR questionnaires to your employees.

The definition of eNPS

The Employee Net Promoter Score (eNPS) is an indicator for measuring employee engagement within a company.

This tool is a variation of the Net Promoter Score (NPS), created by the firm Bain & Company in 2003. The latter measures the recommendation of a customer towards a company. It was then adapted to employees, and the eNPS was born. It is often referred to as the employee NPS.

In the same way as the NPS, the eNPS measures the commitment and loyalty of an employee to his or her company. This pulse survey takes the form of a single universal question:

Would you recommend someone you know to work in your company?

Employees are then asked to answer with a score from 0 to 10.

This question on the likelihood of recommending your company is a real barometer of your employees’ professional commitment. It allows you to take the temperature of your teams very easily and very quickly. This company feedback is an excellent way of finding out what your employees think about their work and their company.

For your information, 80% of engaged employees say they would recommend their company to others, compared to only 13% of less engaged employees.

Workplace engagement and well-being should therefore not be neglected. Indeed, according to a survey conducted by Toluna, 73% of workers believe that QWL is as important as salary. These notions of commitment and well-being at work have now become essential, not to say primordial, in the world of work.

Why measure eNPS?

The health crisis has made companies realise how much the world of work has changed and is constantly evolving. Teleworking, which was still a utopia for some employees a few months ago, has become a real way of working. This has led to a considerable increase in the importance of QWL and well-being at work issues.

Well-being at work: a key issue for your company

Today’s employees are looking for meaning in their work, and this is a key to professional commitment. In addition, they are increasingly demanding with regard to their working conditions. Finally, it is important to underline that good working conditions do not only benefit the employees but the whole company.

The proof is in the figures:

  • 14,310 per employee per year on average in the private sector in 2020 (Mozart Consulting/APICIL).
  • 86% of companies observe productivity gains after the implementation of QWL tools (Sodexo, 2016).
  • Happy employees are on average 31% more productive according to MIT (study conducted in 2011).

Thus, the importance of quality of life at work is no longer in question. But how can it be improved?

The first step is to make a diagnosis, measure, and observe. This is where eNPS comes into play.

A simple and universal indicator

The great advantage of the Employee Net Promoter Score is its simplicity. It is the quickest way to obtain employees’ opinions on their quality of life in the company. It is based on a single question. This guarantees a high participation rate and therefore certain reliability of the results. In addition, the anonymity of the survey also increases the number of responses.

Furthermore, it is an internationally recognised indicator. Used by companies all over the world, you can easily compare your results with international competitors. It is a guarantee of recognition for your company.

Carried out on a regular basis, the eNPS allows your company to adapt quickly and to implement policies to improve employee well-being.

employee net promoter score

How to measure your company’s eNPS?

Here we go! The part you’ve all been waiting for. The calculation of your employees’ work engagement. Measuring the eNPS of your employees is very simple. It is organised in two steps:

  • Measuring the satisfaction index of your employees
  • The final calculation of the eNPS

Measuring the satisfaction index

First of all, it is worth returning to the question asked: On a scale of 0 to 10, how likely would you be to recommend working for your company to someone you know?

The individuals who respond to the survey are then classified into three categories according to their answers:

  • Detractors who answer between 0 and 6.
  • Neutrals who answer 7 or 8.
  • Promoters who answer 9 or 10.

Critics are not committed to their company and their work. Presumably, they are not particularly happy there. Therefore, they are “unlikely” to recommend their company to a friend or acquaintance.

As the name suggests, neutrals have a moderate opinion. Without being completely enthusiastic and involved in the company, they might recommend a friend or acquaintance to work in their company. They are happy enough at their job to be able to recommend it, but are not strong advocates of their company either.

Finally, the promoters are those who are very likely to recommend working for their company. They are, on the contrary, strong supporters of the company. They feel good there and one can assume that they are fulfilled in their work.

The calculation of the eNPS

Once the data has been collected and the responses sorted into the three categories, the calculation is very simple:

In other words, simply subtract the percentage of detractors from the percentage of promoters.

The score can therefore range from -100 to +100.

For example, consider a company that has received 500 responses to its eNPS questionnaire. Of these:

  • 300 are between 9 and 10.
  • 100 between 7 and 8
  • 100 between 0 and 6.

Thus, we have 60% of promoters, 20% of neutrals, and 20% of detractors. The eNPS score is therefore 40 points.

What is a good eNPS score?

It is one thing to have a score between -100 and +100, but what does that mean? How can we interpret this result? And at what level can we consider a good score?

First of all, we need to distinguish two cases:

  • Your score is negative
  • Your score is positive

Firstly, if your engagement barometer is negative, then it is obviously not a good score. This means that your company has more detractors than promoters. You can therefore assume that your employees are not very loyal to the company and do not feel very committed to it.

It may therefore be a good idea to carry out additional surveys to find out more about the source of this feeling. Then take the appropriate measures to improve the professional commitment of your employees.

On the contrary, if your diagnosis is positive, then you have more promoters than detractors. Most of your employees are committed to their work and to their company.

Although there are no official rules or targets, a good eNPS level can be considered to be above 10 points.

Moreover, more than the score itself, it is the trend that is important, the dynamics. Having increasingly engaged employees can mean that your HR measures are bearing fruit. Hence the importance of calculating this indicator regularly.

As you can see, whether your result is positive or negative, it is necessary to go beyond the eNPS. And offer more comprehensive HR questionnaires to understand where your employees’ opinions come from.

Going beyond eNPS

The simplicity of this QWL indicator is a real advantage, but it is also its main drawback. It provides initial company feedback on how your employees feel. However, it does not provide any insight into the causes.

Therefore, it is necessary to go beyond the result. Whether it is negative or positive. The objective is to understand the cause. Why do your employees recommend (or not) working for your company? Why don’t they feel committed?

Only if you have the answers to these questions can you find ways to improve, or continue what is working well.

Therefore, we recommend that you carry out short and regular follow-up surveys to find out more about what engages your employees and what they don’t like.

At Teamii we have identified 7 dimensions of the quality of life at work (QWL). And we assess them through our short weekly questionnaires. This model has several advantages:

  • Done on a weekly basis, the questionnaires allow you to adapt quickly.
  • Furthermore, it allows you to quickly observe the results of your QWL policies.
  • In addition, the questionnaires only contain 5 questions and are therefore very quick to complete for your employees. This guarantees a high participation rate, and therefore the reliability of the results.

 

Conclusion: 

With companies and employees increasingly taking the quality of life at work into account, the calculation of the eNPS is becoming essential for every company. Carried out on a regular basis, this pulse survey is therefore a real barometer of the evolution of the quality of life within your company.  Moreover, accompanied by additional surveys, this tool for measuring employee commitment is a real starting point for happier, more committed, and more productive employees.


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