The eNPS score: your HR compass to keep you on the right track!

In a world where competition is fierce, team commitment is your best weapon. The Employee Net Promoter Score (eNPS) comes into play as a simple and effective tool.

Inspired by the well-known Net Promoter Score (NPS), eNPS measures the degree of satisfaction and recommendation of your employees. One question and you've got invaluable data for assessing the atmosphere in the office, and turning employees into true ambassadors for the company.

The eNPS can be used to carry out rapid, regular analyses to understand the morale of your employees. But beware: it's not a magic wand. For in-depth insights, you'll need to dig deeper.

In this article, we reveal the secrets of eNPS: its advantages, limitations and practical applications for your HR management. Ready to boost your company's commitment and performance? We'll take you there, with or without a magic carpet! 🧞‍♂️

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What is eNPS?

Definition of eNPS, or employee Net Promoter Score

eNPS, the successor to the famous Net Promoter Score (NPS), measures employee engagement and satisfaction. Created by Fred Reichheld to analyse customer loyalty, the NPS is based on a simple question: "Would you recommend our company to a friend? The eNPS applies this principle... to your employees!

Here, we ask your employees: "Would you recommend our company as an employer to your friends and family? A simple question that reveals results rich in insights about your teams' experience.

Here are the basics of eNPS:

• Simplicity: a single question to summarise complex feelings.
• Measurability: scores from 0 to 10 for precise analysis.
• Categorisation into three profiles:
• Promoters (9-10): Enthusiastic and committed, they promote your employer brand.
• Passives (7-8): Moderately satisfied, but not really involved.
• Detractors (0-6): Dissatisfied, they can damage your organisation's image.

Advantages of using eNPS

eNPS is seductive in its simplicity and effectiveness. A single question, easy deployment and concrete results. An asset for HR teams in a hurry, or those who want to get straight to the point without sacrificing quality.

Here's why it's worth the diversions:

• There's no need for huge resources or complex tools. One question is all it takes to capture strategic data.
• A quick, clear approach motivates your employees to respond. Less fatigue, more commitment!
• Standardised surveys, carried out on a regular basis, allow you to track changes in engagement. 📈

Imagine: a measure that's easy to integrate into your current processes. In no time at all, you'll have the results you need to adjust your HR strategy.

With eNPS, you can analyse employee perceptions over time. The results don't stand still: they evolve. And what about you? You can plan ahead:

• Compare scores between teams,
• identify trends
• and spot problems before they escalate.

In short, eNPS gives you a head start. 🎯

Limits of eNPS

While eNPS is an excellent starting point, it's not a silver bullet. 🪄 Like any tool, it has its limits. To go further, you need to know how to combine it with complementary methods:

• Digging deeper with open-ended questions. A score is fine, but the 'why' behind it is even better.
• Adding open-ended questions after the main score enriches your understanding. For example: "What motivated your assessment?"
• These answers offer essential nuances. They reveal your employees' specific expectations, frustrations or opportunities.
• Combine the eNPS with other indicators such as the eSAT (Employee Satisfaction Score).
• While eNPS assesses recommendation, eSAT gauges overall employee satisfaction.
• Imagine: a high eNPS score combined with a low eSAT. This could indicate that your employees recommend the company... but are not fully satisfied with their daily lives.

What is the purpose of this employee engagement score?

The eNPS is not just data: it is a strategic indicator. It is used to :

1. Understand,
2. evaluate
3. and improve employee engagement.

👉 Here's how it fits into your HR approach:

• The eNPS provides a quick and clear overview of employee morale. It takes the pulse of the company and identifies which teams are committed and which are struggling.
• A falling score? A high proportion of detractors? These weak signals indicate problems that need to be resolved quickly, before they affect performance or retention.
• Thanks to eNPS, your actions are no longer based on assumptions. They're based on concrete data, whether it's improving working conditions, strengthening communication or adjusting internal policies: in short, you're driving effective HR initiatives.
• A good score reflects a healthy and attractive working environment. It enhances your employer brand and acts as a lever for attracting new talent and retaining existing teams.

💡 To remember: eNPS is much more than just a survey. It helps you align your HR objectives with your employees' real expectations, while guiding your strategic decisions. A must-have for any company that relies on engagement as a driver for success.

How do you calculate eNPS?

1. Identify the types of respondent

The first step is to rank your employees according to their response to the key question:
"Would you recommend our company as a place to work?"
Each employee gives a score from 0 to 10. These scores are used to create three categories:

• Promoters (9-10): these are your ambassadors. They are motivated, committed and ready to recommend the company to their friends and family. 💓
• Passives (7-8): satisfied, but not very enthusiastic. They don't talk about you, but remain open to other opportunities 🙂
• Detractors (0-6): dissatisfied, they could criticise the organisation and damage your image. ❗

2. Calculate the percentages of promoters and detractors

Next, calculate the proportion of promoters and detractors among the respondents. Passives are not taken into account in this step. Here are the formulas:

• % Promoters = (Number of promoters / Total number of respondents) x 100
• % Detractors = (Number of detractors / Total number of respondents) x 100

3. Obtain the eNPS score

The eNPS score is the difference between the percentages of promoters and detractors:
eNPS = % Promoters - % Detractors

For example, if 60% of respondents are promoters and 20% are detractors, the eNPS score will be +40.

4. Interpreting the results

What is a good NPS score? 🤔

The eNPS score varies between -100 (all detractors) and +100 (all promoters). Here's how to read it:

• Negative score: a serious warning. Your employees are not satisfied! You need to act, and fast.
• Zero or slightly positive score: a starting point. Your culture can still improve. Think about an action plan to turn things around.
• High score (30+): an excellent sign! Your employees are committed and motivated. Make sure they stay that way. 😎

Our tips for improving your score

A good eNPS score doesn't just fall from the sky. It's the result of concrete actions, continuous listening and proactive adaptation. Here are a few strategies to boost your employees ' commitment and improve your score. ⤵️

Tip 1: Integrate eNPS into Continuous Listening programmes

Don't limit eNPS to an annual survey. Make it part of a Continuous Listening approach, regular, proactive listening. This will enable you to :

• understand changes in perceptions in real time;
• quickly identify weak signals before they become critical, and anticipate problems;
• reinforce the corporate culture: showing that you're listening improves employee satisfaction.

And don't forget: take the pulse of your team all the time. After all, an employee who feels heard is an engaged employee. 💓

Tip 2: Align your HR decisions with the eNPS score.

An eNPS isn't just a number. It should guide your strategic decisions. Here's how:

• Identify areas of satisfaction and frustration to prioritise your actions.
• Adjust your internal policies, development plans or working conditions based on the insights you gather.

Tip 3: Turn insights into action

Engagement isn't built on surveys alone. You have to take action:

• Involve managers: they are the ones who translate your initiatives into concrete experiences for employees.
• Communicate the results: share eNPS scores and planned actions to show that responses are not forgotten.
• Celebrate progress: it's all too often forgotten, but it's important to highlight improvements and thank your teams for their involvement. 🎉

See all software Employee Engagement

More than just a survey, eNPS measures your employees' commitment to work

The eNPS is much more than just a score: it's a window into your employees' commitment and satisfaction. By asking a simple question, it gives you valuable insights into your organisation's strengths and weaknesses.

Its rapid calculation, ease of implementation and ability to spot weak signals make it a strategic tool for HR. But like any indicator, it gains in value when it is accompanied by in-depth listening and concrete actions to meet employee expectations.

Do you know what your employees think of their working environment? Are you ready to listen to their voice and turn their feedback into levers for improvement? Let eNPS be your guide and make engagement a key driver of your success.