Employee engagement and satisfaction are vital for organizational success. Companies continually strive to improve their work environment, boost productivity, and retain top talent. A powerful tool to measure and enhance these aspects is the Employee Net Promoter Score (eNPS), a method we recently employed at 360. eNPS is an effective way to gauge employee sentiment, offering valuable insights into team morale and loyalty.
What is eNPS?
Modeled after the widely-used Net Promoter Score (NPS) for customer satisfaction, eNPS asks employees a simple question: “On a scale of 0 to 10, how likely are you to recommend this company as a place to work?” At 360, we supplement this with follow-up questions to understand the reasons behind their scores and identify opportunities for improvement.
Based on the responses, employees are categorized into three groups:
- Promoters (9-10): Engaged employees who are likely to advocate for the company.
- Passives (7-8): Satisfied employees who are neutral in terms of engagement or loyalty.
- Detractors (0-6): Disengaged employees who may be dissatisfied or uncommitted.
The eNPS score is calculated by subtracting the percentage of detractors from the percentage of promoters, providing a simple yet powerful metric for evaluating employee sentiment.
Why Conduct an Internal eNPS Survey?
- Measuring Employee Satisfaction and Engagement
Regular eNPS surveys help organizations stay attuned to employee satisfaction and engagement levels. Honest feedback reveals what drives employee morale—whether it’s work-life balance, leadership, career growth, or team dynamics. These insights empower us to take proactive measures and address concerns before they escalate. - Identifying Strengths and Weaknesses
The simplicity of eNPS makes it easy to spot patterns. A low or declining score may point to issues such as leadership, communication, or compensation. Conversely, a high score indicates that employees feel valued and aligned with the company’s values. Analyzing trends over time helps businesses capitalize on strengths and identify areas for improvement. - Enhancing Retention and Reducing Turnover
Employee turnover is costly, both in terms of recruitment and lost knowledge. Regular eNPS surveys help detect disengagement early, allowing organizations to take corrective action. Promoters are less likely to leave, so focusing on creating more promoters while addressing detractors can improve retention rates and reduce turnover. - Improving Organizational Culture
An internal eNPS survey provides critical feedback on company culture. If a significant portion of employees feel disconnected, unappreciated, or unheard, it may signal the need to reassess cultural values, leadership practices, or internal communication strategies. Positive feedback highlights the attributes of a healthy, thriving culture that should be nurtured.
Using eNPS Insights to Drive Improvement
- Taking Action on Feedback
While the eNPS score itself is informative, it’s the qualitative feedback that truly uncovers areas for improvement. Open-ended responses can shed light on specific pain points, offering a roadmap for action. For example, if detractors cite concerns over workload or compensation, leadership can implement targeted initiatives to address those issues. - Fostering a Culture of Transparency
Sharing eNPS results and taking action based on feedback fosters a culture of transparency and shows employees that their voices are valued. When employees see their feedback leading to tangible changes—whether it’s new benefits, professional development opportunities, or adjustments in leadership practices—it strengthens trust and engagement. - Setting Benchmarks for Progress
eNPS serves as a valuable benchmarking tool. By measuring eNPS periodically (quarterly, bi-annually, or annually), organizations can track progress and assess whether they are addressing employee concerns effectively. An improving score signals that the organization is making strides, while a declining score prompts a re-evaluation of strategies. - Aligning Leadership with Employee Needs
Regular eNPS surveys provide insights into employee sentiment, helping leadership stay aligned with the needs and concerns of the team. This alignment is crucial for building trust, improving engagement, and fostering long-term success.
Conclusion
Conducting an internal eNPS survey is more than just a way to measure employee satisfaction—it’s a strategic tool for cultivating a culture of engagement, transparency, and continuous improvement. While negative feedback can be difficult to hear, it offers invaluable insights into the employee experience, enabling targeted improvements that enhance retention and morale. In today’s competitive job market, regular engagement with employees is essential. By continuously gathering feedback and acting on it, organizations can create a loyal, motivated, and productive workforce that drives long-term success.
Thank you for reading,
Amanda
About the Author
Amanda Faith, CPHR, Director of People & Culture
Amanda is responsible for our People Operations at 360 where she is passionate about leadership development and the growth and development of our employees. She has over 11 years of experience in human resources and is a Chartered Professional in Human Resources (CPHR). She is a graduate of Mount Royal University where she earned her Bachelor of Arts in Psychology.
