An Employee Net Promoter Score or eNPS question measures the level of engagement or satisfaction of a community within a company. This scale, ranging from 1 to 10, also tends to be included in Engagement Surveys, typically to assess how likely people are to recommend their company to their close circle of friends. Based on the results, leaders can identify three groups of people: promoters, passive participants, and detractors.
→ Promoters: These are the people who answer 9 or 10 on the scale. They are highly motivated and are happy to work at the company.
→ Passive Participants: These are the people who answer 7 or 8 on the scale. These people are considered to take a neutral stance. They are satisfied, but they do not openly promote the company.
→ Detractors: These are the people who answer between 0 and 6 on the scale. They are unhappy with the company and far from recommending the organization, they might even disparage it.
How is the eNPS score calculated?
The eNPS score is calculated by subtracting the percentage of detractors from the percentage of promoters. It is worth clarifying that passive participants are not factored into the score. The final score will range from -100 to 100 points.
*Source: WoW Customer Experience