Employee Net Promoter Score (eNPS) and its definition

The eNPS (or “employee Net Promoter Score”) is an indicator that allows you to measure employee satisfaction within your company. More precisely, it allows you to estimate the probability of your employees recommending your organisation. The success of an organisation depends on many factors, including having a satisfied and engaged workforce. By accurately reading the data provided by your employees, you will obtain a result that lasts in the long term.

pulse employees
Take the pulse of your employees with eNPS

Your employees are best suited to promote the company’s image. With eNPS, you are able to objectively measure the satisfaction of your teams. Based on the data collected by the tool, the indicator organises the answers into three types of profiles. Promoters are those who are satisfied with your organisation and are engaged in the good development of the company. They act as true ambassadors and will tend to recommend your company when they are out and about. Neither enthusiastic nor dissatisfied, the so-called passive employees have a fairly neutral opinion of the overall organisation of your institution. This is the least revealing profile, which is why the tool does not include them in the employee satisfaction calculation. Finally, there are the detractors. These are employees who are dissatisfied with the company. In general, they do not recommend your organisation as a good place to work.

How does the Employee Net Promoter Score work?

The employee satisfaction indicator is developed according to the same formula as the customer satisfaction indicator (NPS). To calculate the eNPS score, your employees are asked a single question: “Would you recommend your company to others?”. Sometimes the survey may ask additional questions to better understand the opinion of the passive employee. The answers obtained help you to define the percentage of detractors and promoters among your staff. This information allows you to calculate the satisfaction rate of your employees. Based on the final score, you are able to assess whether your human capital resources are satisfactory or not. A score above zero is good. If they range from 10 to 30, the results are considered quite good. On the same scale, any score above 30 is considered excellent. Regardless of the answers, the eNPS indicator is a source of knowledge that guides you towards improving the employee experience in your companies.

happiness at work
happiness at work
A positive employee experience

Today, employees are more aware of their entitlement to well-being within a company. The world of work has evolved and the importance of quality of life in the work environment has become considerable. Therefore, human resource management strategies have evolved towards emotionally intelligent approaches. In addition to increasing productivity, employee satisfaction is essential to ensure that your employees are and remain engaged. Measuring eNPS can be very useful in determining the loyalty of your employees. It also offers the opportunity to identify human capital management risks. The method is internationally recognised, simple and quick. The surveys are relatively short and do not have a time-consuming impact on the lives of your staff.

With a human capital bias, the employer opts for a reciprocal engagement. This contract of trust is what encourages the increase of company performance. Generally, the employee who is said to be a promoter gives more positive marks when the company takes into account the reciprocity of relationships in the workplace. It is undeniable that a good quality of working life allows employees to boost their resilience and engagement. This positive energy has a direct impact on your customers’ experience as well as your financial profits. It’s a fact: a happy employee in the workplace is more dynamic and is also keen to become a promoter and to improve your organisation’s image. By the same logic, a happy employee is a less tired employee. Generally speaking, this translates into lower absenteeism and higher performance.

happiness at work
happiness at work

Together with the eNPS assessment, you opt for a clear diagnosis and effective measures. The methods implemented are a plus for the management of your various teams. Indeed, the surveys conducted using our digital tools enable your HR departments to take action in order to improve the employee experience throughout their development cycle. With unique feedback and data connected to the field, you can adapt your solutions according to your needs. Balencio’s tools guide you towards a transparent corporate culture when it comes to your employees’ happiness. Don’t wait to take the pulse of your employees in real time and anticipate problems with regular analysis and long-term solutions.

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Geraldine Claessens
Air Liquide Benelux Industries
HR Business Partner IM Operations

At Air Liquide, one of the main missions is to anticipate change and help the organization evolve to meet future ambitions. As the environment evolves at a fast pace, regular monitoring is essential. The mapping carried out by Bright Link allowed us to confront ourselves to the right questions, and thus revealed areas for improvement. Today, workgroups have been launched, allowing an in-depth approach, with more precise information, on key topics such as hyper connectivity, … Thank you Balencio!