The Qlearsite eNPS (Employee Net Promoter Score) is a method of measuring how employees rate their employers by selecting a value between 0 and 10.
eNPS scores are based on responses to the statement:
On a scale of 0-10, how likely are you to recommend this organisation as a place to work?
The percentage of promoters minus the percentage of detractors calculates the eNPS score.
% Promoters – % Detractors
When analysing eNPS scores, respondents fall into three categories: Promoters, Passives and Detractors.
Promoters are individuals who have responded with a 9 or 10 value, and detractors have responded with a score of 0 to 6. Passives are those that score 7 or 8.
In the Insights modules, eNPS scores range from -100 to 100. (Consequently, if you scored -100, every employee would be a Detractor, whereas a score of +100 would mean every employee is a Promoter).
Generally, the eNPS results indicate:
-100 – 9 Needs improvement
10 – 30 Good
31 – 100 Excellent
eNPS Score is just a starting point
eNPS is a complimentary indictor to Organisational Fitness. Compare this score against to the associated indicators, or Drivers. Drivers are indicators from the Qlearsite framework most correlated with employee net promoter score.
Insights presents Detractors, Passives and Promotors Driver ranges.
The example below shows the indicators Empowerment, Inclusion, Leadership, Listening and Communication as Drivers of Retention. Each of these indicators point to a potential root cause issue for this low scoring group.
Also, depending on the implemented data filters, even more pronounced feedback may surface. For example, filtering by team or department may eventually bring prominent drivers to light. These drivers indicate particular areas of your organisation that require focus.
Note – The correlation factor describes the relationship between a score and the questions from the Organisational Fitness framework, and can range between -1 and 1. A positive factor indicates a positive correlation. Drivers are specifically not shown when there is little or no correlation to the score.
If you score high in eNPS
Celebrate high eNPS scores! A high employee Net Promoter Score (NPS) is a strong indicator of organizational success.
Highly engaged, satisfied, and committed employees are highly correlated to high eNPS. This can lead to improved customer satisfaction, increased productivity, and ultimately, better business outcomes.. This can lead to improved customer satisfaction, increased productivity, and ultimately, better business outcomes.
Explicitly measuring and tracking eNPS, will help organizations to improve their scores. This can include regularly soliciting feedback from employees and taking action to address their concerns and needs, providing opportunities for professional development and career growth, and creating a positive and supportive work environment.
If you score low in eNPS
Low eNPS scores can be a sign of potential retention issues in your organisation. Subsequently, when it comes to employee retention a key factor is the extent to which employees feel heard and valued by their supervisors and managers. This can lead to a lack of engagement and commitment, and ultimately, higher turnover rates.
Another fundamental aspect is the level of satisfaction and engagement among employees. If your employees are not satisfied with their jobs, a low eNPS score will be the result. This is an indicator that these team members are more likely to leave. This can lead to higher turnover rates and a lack of stability and continuity within the organization.
To improve eNPS scores and address potential retention issues, organizations can take a number of steps. This can include regularly soliciting feedback from employees and taking action to address their concerns and needs, providing opportunities for professional development and career growth, and creating a positive and supportive work environment.
By investing in their employees and making their satisfaction and engagement a priority, organizations can improve their eNPS scores and reduce the risk of retention issues.
- What are the Themes that are correlated to your eNPS scores in survey responses?
- Are there any comments that are indicative or issues?
- Can any identifiable root causes of eNPS issues be observed in the responses?
- Create Actions as you discover findings for further analysis and review.