How to map the employee experience journey (with an example and a template)
The customer experience is arguably one of the most important elements for a business to consider…
Businesses have traditionally crafted their surveys from a customer standpoint, with questions on customer satisfaction, how to acquire new customers, and on ways to boost customer loyalty. But today, business leaders across industries understand that employee satisfaction is just as vital to the operation of the organization.
Just as a customer NPS (Net Promoter Score) can help companies map out the customer journey and identify unhappy customers, the employee Net Promoter Score (eNPS) helps organizations gauge employee experience and get actionable feedback to improve employee engagement, satisfaction, and loyalty.
What is an eNPS survey, and how can businesses use online surveys to build a healthier company culture? Read on as we share some helpful insights and provide employee Net Promoter Score questions you can use in your next survey.
Discover examples of eNPS questions
Fred Reichheld of Bain & Company* created the net promoter system in 2003. He discovered that using an NPS survey to calculate a company’s promoter percentage helps organizations develop more effective marketing strategies and improve both brand recognition and brand loyalty.
Since 2003, many companies have implemented NPS in their market research. More recently, workplace culture-oriented organizations have begun applying this method to their employees as well as their customers.
* Net Promoter Score and NPS-related emoticons are Bain & Company’s registered trademarks.
Employee NPS is a metric that helps you know how employees feel about your organization and whether they would recommend it as a good place to work. ENPS works very much like customer NPS but treats employees as the customers and your organization as the product package you’re trying to “sell” to top talent in your industry.
The eNPS formula has a tight relationship with employee engagement, which impacts just about every aspect of your business, from employee retention to long-term success. Engaged employees are more productive, more creative, and likelier to remain in the company.
How do you measure employee loyalty, engagement, and satisfaction? It may seem extremely complicated, but in fact, employee net promoter score surveys use a simple eNPS formula.
The eNPS score revolves around the following question: “On a scale of 0 to 10, how likely are you to recommend our company as a workplace?”
The respondents fall into three categories:
Promoters’ feedback marks the happiest, most loyal employees who are likeliest to recommend your company to others. Detractors are dissatisfied employees who are unlikely to promote your organization and may also leave their position if a different work opportunity crops up.
This is how you calculate employee net promoter scores:
eNPS = Percentage of promoters – percentage of detractors
For example, if your organization has 100 employees on its roster, 25 of whom are promoters, 10 are detractors, and the rest are neutrals, your employee net promoter score (eNPS) equals 25 – 10 = +15.
What constitutes a good eNPS score? Anything above +10 shows that your company has a healthy percentage of generally satisfied employees. Leading companies that invest quite a few resources in keeping their employees happy often boast an eNPS score of 40 or higher. HubSpot, which is well-known for its investment in employee loyalty and satisfaction, has an eNPS score of 77.
You should track your employee net promoter score over time and always aim for a higher eNPS. However, the eNPS score as a standalone metric isn’t enough to evaluate employee satisfaction and engagement. Longer and more detailed employee engagement surveys will help you separate happy but passive employees from engaged and active team members that drive company success.
The primary employee Net Promoter Score question is always some variation of, “On a 0 to 10 scale, how likely are you to recommend our organization as a workplace to a friend or colleague?”
For more useful and detailed employee feedback, you should also include at least one follow-up question in your survey. We list 20 survey questions below that typically yield useful results in eNPS and employee engagement surveys.
What made this employee rank your company at 10, 7, or zero? Does it have to do with workload, salary, or other factors?
Would your employees value more flexible hours, more helpful management, or a broader healthcare package?
Discover what your employees value most about your organization. Is it the opportunity for professional advancement, a positive company culture, or perks like a free lunch program?
While this question may yield some potentially uncomfortable answers, like “low salary” or “toxic managers,” you can use it as a springboard for improvement.
Employee Net Promoter Score and employee engagement are all about trends. Even if the current situation could use improvement, this question can help you discover whether your organization is on the right track.
This type of question can give you easily quantifiable results (“60% of our employees believe that this organization should invest more in employee well-being”).
A high percentage of low ratings here, coupled with a generally low eNPS score, could point to a management-level problem affecting employee engagement that you may wish to discuss with your team leaders.
You may structure this as a yes/no question or offer a more open format by adding, “Why or why not?” Either way, you may gain helpful insights into the risks of employee attrition in your company.
Employee recognition is a major driver of employee engagement, satisfaction, and loyalty. Low scores in this area may indicate that your organization needs more recognition initiatives.
💡Check out these 8 tips to increase recognition in the workplace!
A complete guide to the employee Net Promoter Score (eNPS)
Calculate where you stand with your people and build a winning employer brand.
Employees who give your organization an overall high score but rank low in this question may be laid-back team members who will do their job yet are unlikely to go the extra mile.
Do many of your employees believe that other companies in your industry offer their employees a better deal? Consider looking into your competitors’ employee engagement practices.
This question may be useful if your company has recently undergone major changes like restructuring or increased automation.
Is it a higher salary, an expanded benefits package, or a company-sponsored vacation in Hawaii? Knowing the answer can help you circumvent your competitors.
This question gives your employees an opportunity to voice their concerns: from lack of training to inefficient software.
Answers like “the chance of professional growth” or “a competitive salary” can let you know what attracts employees to your organization.
This follows up on the previous question: for example if a worker stated “flexible hours” was their main attraction to your company but gave a score of 3 here, you may wish to look into employee schedules.
Close-ended questions of this type help you focus on relevant answers and achieve measurable data.
This question focuses on your organization’s top players and aims to find out what makes them happy about working with you.
Show your least satisfied employees that you validate their experience by asking a question that focuses on their needs.
Find out what steps you can take to turn disengaged workers into enthusiastic, driven team players.
As you see from the examples above, your employee Net Promoter Score survey questions may fall under the following categories:
Every employee Net Promoter Score poll starts with the core question: asking your employees to rate their workplace on a 0 to 10 scale. It proceeds with at least one follow-up question that encourages the employee to elaborate on their first answer and can help you glean useful information about that employee’s experience in your company.
To get the most accurate and useful survey results, we suggest that you:
Happy employees are the key to your company’s success. Officevibe’s people-friendly, employee engagement solution will help you measure engagement, gain actionable insights to improve employee satisfaction and work towards continuous improvement in your company’s culture.
Check out more articles by Officevibe to dive deeper into how employee surveys work and how they can help promote your organization’s values.
Would you be interested in receiving our newsletter directly in your inbox?