What is Employee Net Promoter Score (eNPS)?

Positive, engaged employees promote sustained customer loyalty. Happy employees are enthusiastic about not only their job, but their company too. Like laughter, enthusiasm is contagious. Spy a grinning face and you can’t help but grin yourself. These employee ‘Promoters’ are not to be overlooked. They aid strong business performance because they provide a great customer experience and generate fresh, creative ideas for product, process and service improvements. And of course happy, engaged employees play a key role in the sustainment of satisfied customers.

eNPS explained:

Leaders realise the importance of earning the trust and commitment of their workforce, but how can they determine current employee engagement levels? And how can they improve them? Many believe the once-a-year paper survey just doesn’t cut it in 2015 and that a more regular measure is required. That’s where eNPS can play a role.

eNPS stands for ‘Employee Net Promoter Score’, a score calculated by asking one primary question which centres on an employee’s likelihood to recommend either the company’s products and services or the company itself as a great place to work. An open text field also then allows the employee to elaborate on the reasons for their answer. Respondent results can then be divided into three groups: promoters, passives and detractors. Early pioneers of the eNPS such as Apple, Rackspace and JetBlue use eNPS as the anonymous internal “heartbeat monitor” of their business.

When to use eNPS?

What differentiates eNPS from the traditional end-of-year company survey is its length, frequency and simplicity. Data is gathered continually and this feedback can be easily acted upon, rather than buried in a 100 page report! To ensure reception of a continuous stream of fresh data, companies survey their employees quarterly or sometimes on a staggered monthly basis.

What’s so great about eNPS?

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We lead increasingly busy lives, so the idea of sitting down and completing a lengthy survey doesn’t appeal to all. By contrast, eNPS surveys are concise and require you to answer two questions. That way, more regular pulse checks can be taken to track staff sentiment.

It’s easy to understand

In addition to brevity, eNPS wins with clarity. Scoring something between zero and ten is a practice we’re all familiar with. Companies needn’t issue a set of guidelines to aid completion of this survey. Likewise, management don’t need a complex algorithm to quickly determine current workforce sentiment and engagement levels.

It’s easy to follow up and action

The questions may seem simple, but they provide instant, current feedback to the company heads that have the power to make significant changes. Patterns are quickly evident, but given the immediacy of the eNPS system you can reach out to your employees directly and address problems raised, thereby helping turn previous company ‘Detractors’ and ‘Passives’ into company ‘Promoters’.

Who Uses eNPS?

Advocates of the eNPS system include Apple, Facebook, JetBlue and Rackspace, with many more commercial leaders hot on their heels. Companies such as Amazon and eBay have long been surveying the satisfaction of their customers, but noting the unquestionable success that Apple have achieved by using the eNPS system they too are turning their focus to their workforce and realising the strength of the connection between happy, dedicated employees and faithful, returning customers.

How Can eNPS Help Your Company?

Running frequent short surveys to determine your company’s eNPS allows you to quickly determine where you’re going right and where you’re going wrong. eNPS surveys are about more than just ticks and crosses. They enable a forward-thinking business to build a positive company culture in which each team member feels valued and listened to. This in turn helps pave the way for staff to deliver their highest quality work and help create happy customers who are likely to return and recommend your services or products to colleagues, family and friends.

Call us or complete the form below to discuss how eNPS might work for your business.

eNPS

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How NPS Correlates to Long-Term Revenue Growth:

 

 

Phillips Electronics tracked NPS for a sample of accounts over time and found that where NPS increased, revenue grew by 69%. Where it remained steady, revenue only grew by six percent. And where NPS declined, revenues actually decreased by 24%

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PeoplePulse Employee NPS Surveys – What you receive:    


Your Own Dedicated Project Manager

Our Project Managers have extensive experience in the set up and delivery of best in class NPS Survey Projects.  Their role is to ensure your survey runs in an efficient and effective manner from start to finish.

14 different report types - all updated in real time

Easily drill down to find the meaning behind the baseline figures.  Filter NPS results by location, division, date or whatever variables interest your organisation. Our reporting is fantastic!

Complete branding flexibility

When it comes to your survey branding we give you the ultimate choice. Mirror the exact look of your website, co-brand with the PeoplePulse logo, or 100% PeoplePulse branded. Your call.

Mobile Optimised Surveys

When 1 in 4 surveys today are completed on a mobile device, it’s crucial your staff are presented with a mobile optimised survey. Rest easy – PeoplePulse detects this automatically and adjusts accordingly.

Automated invites and reminders

Easy to upload recipient e-mails to our system to trigger survey invites and reminders. Invite by email, SMS, QR code, or paper – or a combination of all.

The option to pre-load respondent data

Why waste your staff’s time by asking them to complete pages of demographic data? PeoplePulse lets you pre-load that information. Your survey will be shorter, and your staff will love you for it.

What Makes Us A Great Solution For You?    


It’s simple –  

At PeoplePulse we combine the very best in online survey software and reporting with your own dedicated Project & Account Manager to build your survey and manage your survey process for you.

This combination of exceptional software and unmatched support & advice works to ensure that your Employee Net Promoter Score survey is set up professionally without fuss, and that ultimately your survey delivers you the insight you need to make better business decisions.

(* Not to mention that to date we’ve helped more than 1,000 other organisations implement first class feedback solutions).  We look forward to the opportunity to assist you too.

A sample of our 1,000+ survey clients:

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What our clients are saying:

Very impressed with the priority and responsiveness shown to our project of work especially when we provided an aggressive timeline.

 

– BPay
PeoplePulse has been extremely contactable, very responsive, personable and supportive. Thank you so much for all your help.

 

– TAL

Enquire …

Either phone us on +61 2 9232 0172, or drop us a note below to enquire about our eNPS Survey Solutions:

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* NPS®, Net Promoter® & Net Promoter® Score are a registered trademark of Fred Reichheld, Satmetrix, and Bain & Company.
 
 
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