Ezzely’s eNPS – Keeping a Finger on the Pulse of Employee Loyalty and Engagement

#Employee Engagement #Employee Morale #eNPS

Janine Ordman

Let’s get to grips with the Employee Net Promotor Score (eNPS). While it may sound complicated, it really isn’t. If you’ve ever been asked to rate, “How likely are you to recommend this company to a friend or relative?” you already have some idea of what to expect from the eNPS. This question was first developed and trademarked to calculate the Net Promoter® Score (NPS®) to gauge customer loyalty; however, showing the potential for wider application in the workplace, it was reworked into, “On a scale of zero to ten, how likely are you to recommend this company as a place to work?” which underpins the eNPS inquiry.

What function does the eNPS serve?

The eNPS, instead of measuring customer loyalty, measures employee loyalty and engagement by placing employees into three categories based on their provided rating: Promoters, Passives, and Detractors. Employees who assign a low likelihood rating in answering the above mentioned question (a rating between 0-6) are classified as Detractors and are the least likely to recommend working at their current employer. Employees who give a rating of either 7 or 8 are classified as Passives, and those who give a rating of 9 or 10 are grouped into the Promotors category which is seen as the group with the most loyal employees. The eNPS score is calculated by subtracting the Promotor percentage from the Detractor percentage, while the Passives percentage has no effect.

Employees who are grouped into the seemingly dreaded Detractor category offer organizations with a learning opportunity, as they are in the best possible position to inform on relevant organizational shortcomings. To utilize the eNPS data to an organization’s advantage, it should be supplemented with surveys that probe lower levels of loyalty and engagement, and employees should be given frequent opportunities to provide their input in order to track changes in their sentiments.

Ezzely’s eNPS solution

The Ezzely Survey, accessible through the Ezzely employee engagement platform, gauges an organization’s eNPS based on employees’ answers to the question, “On a scale of one to ten, how happy are you at work?” The survey is easily administered through the Ezzely platform and the results are calculated and displayed on a graph, allowing the organization to monitor the trend over time.

employee loyalty

Our eNPS solution is just another way we help companies to keep a finger on the pulse of their organization.

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