What is eNPS?
- Promoters (score 9-10) love working for you, and are in it for the long haul.
- Passives (score 7-8) like working for you, but would go elsewhere for a better offer.
- Detractors (score 0-6) don't like working for you so much, and may share their displeasure with colleagues.
Why bother to measure employee engagement?
Many leaders advocate that if you look after your employees, they will look after the customers. Therefore, it is vital that you have an engaged workforce. The evidence from the likes of Harvard Business Review and Gallup is that companies with high employee engagement outperform those who don’t by around 20% in terms of profit and productivity. So, if your eNPS score is rather low, you obviously need to improve your employee experience.
Are you allowed more than one question?
It’s up to you. Some companies include further questions on the 0-10 scale, or ask open ended questions. This involves more work, though, so be mindful of your resource availability. Also, think carefully about how you will ensure the survey is confidential.