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How to Use Employee Net Promoter Score To Drive Culture

Kate William

9 min read

Like the customer net promoter score, eNPS or employee net promoter score helps gauge employee loyalty and engagement. This straightforward and extremely simple tool is often used as a metric to bring growth to the overall company culture. What’s more? The results you’ll get from the surveys can help you develop new plans and programs to improve the employee experience

According to Forbes, disengaged employees cost the company about 34% of their salary. As a business owner, it’s the last thing you’ll want! You must maintain a healthy work culture. But, you’ll never know where to bring change without decoding your employees’ feedback. And, eNPS is the key to decode your employees. 

Rather than embarrassing your employees by directly interviewing them about your company’s negative and positive aspects, why not invest in eNPS software? If you are not sure where and how to start with an eNPS system, we’ve got you covered! But, before digging deep, let’s begin with a brief definition first…

What is Employee Net Promoter Score?

You’ve already heard about the NPS, right? The famous Net Promoter Score, which helps to measure your employee engagement and loyalty. Well, the eNPS or employee net promoter score is based on a similar concept of NPS. But the only difference between NPS and eNPs is, eNPS helps to measure your employee engagement. Measuring your employee engagement or loyalty will let you know how willing they are to work in your company. It’s an excellent method to track employee satisfaction and make changes accordingly to improve organizational culture.

Here’s an example of an eNPS survey created using SurveySparrow to check employee pulse..

To create similar employee net promoter score surveys or employee engagement surveys, you can create a free account on SurveySparrow.

If you have a highly engaged work team, you can confidently take important steps to grow. Also, once you invest in your employee engagement, you don’t have to worry about customer satisfaction. Because engaged employees will make sure customers are getting proper services from you. The best part about using eNPS is its compact and convenient features. With employee net promoter scores, your employees can avoid boring traditional surveys.

Do you know why popular brands like Facebook, Google, Linkedin, Spotify, Tesla, and Netflix are famous for their happy employees? Well, these brands invest their efforts for the personal and professional growth of their employees. From numerous perks and programs to regular surveys, you too can invest in your workforce. 

But, first, you have to know your employees’ needs and expectations to understand them. And the best way to do that is by taking surveys. Here’s how you can use eNPS to calculate employee engagement and bring changes accordingly.

How to Calculate eNPS Effectively 

Employee Net Promoter Score is popular for its simplicity. It not only allows you to calculate the score but also lets you repeat the measurement process effortlessly. 

One of the most common ways to calculate your employees’ net promoter score is, by asking a question: “On a scale from 0-10, how likely are you to recommend our company to your friend?” Now on a scale of 0-10, your employees will give their responses. You can divide their responses into three groups- promoters, detractors, and passive. 

Promoters: Employees who give a response with a 9 or 10 fall into the category of promoters. That means they are “very likely” to recommend your company to other colleagues or friends. Whenever needed, they’ll vouch for your company. In short, they’ll be the most loyal and engaged workers within the organization.

Passives: Employees who give answers with a 7 or 8 are known as passive responders. They give neutral responses, which means they might recommend your company to their friends and colleagues, they are somewhat happy with their job. And won’t talk ill about the company.

Detractors: Employees who give a response between 0-6 are known as detractors. They are unlikely to recommend your company. You can assume from their responses that they are not too satisfied to work in your organization.

Once you get the responses from promoters, passives, and detractors, you can easily calculate the eNPS. All you need to do is use this simple formula:

NPS = %Promoters – %Detractors

eNPS Score Calculation Method: An Online Survey Tool

The days of using Google sheet or excel for calculating employee net promoter Score are long gone! No one wants to bore their employees with some random questions. This is where online eNPS survey tools can help you. Online NPS tools have built-in auto calculate functions that provide data in real-time. For instance, SurveySparrow features NPS software that can decode your employees’ sentiments, loyalty and drive culture within your company. Here’s an example of how NPS questions look like: 

However, while selecting an employee net promoter score platform, ensure they have these features:

Customization and Segmentation

The best employee net promoter score software will help you to create dynamic lists and segment your employees’ responses based on any criteria, which allows you to get a proper analysis of your employees’ persona. Another great way to know whether you are using the right NPS tool or not is- customization.

Being able to customize your NPS surveys is important. Customized surveys will make your brand memorable. It will give your employees a sense of trust that their data is in the right hand. You can personalize your surveys using your brand logo, name, colors, and even fonts. Also, while asking questions, personalizing the questions with your employees’ first names will definitely give you a better response rate. 

A great example of brand personalization is EasyJet’s email campaign. The brand celebrated its 20th birthday by launching a data-driven campaign, where they revived their customers’ travel history with EasyJet. In this email campaign, the company used its customers’ data to create stories for each individual. For instance, stories like where their customer first traveled with EasyJet, what their next destination will be, etc. They send a total of 12,473,608 personalized emails to each of their customers separately. The result? Their email campaigns go over 100% higher open rates and 25% higher click through rates.

Also, choose an NPS software that already has multiple pre-made survey themes. This will save you time. Plus, you don’t have to scratch your head while thinking about the survey questions.

Multiple Distribution Methods

Do you have eNPS software that can reach multiple channels? For example, SurveySparrow lets you embed your survey in an app. You can share these surveys via email, text with your employees. 

Once you know where your employees spend the most time online, you can confirm the ideal survey distribution method. For example, if you have a food delivery app, you can embed the survey in the app. Or, you can directly mail your employees to gauge employee net promoter score effectively. 

When you have multiple ways to respond to surveys, your employees can choose their most preferred platform. That means they are more likely to give answers and share their feedback with you. Also, with the link share feature, you can create numerous web links to share the eNPS survey. That means it will be easier for you to know which channel works best for getting a good response.

How and When You’ll Send the eNPS Surveys

Some employees may like to respond at night while relaxing on the couch. Some like to respond before leaving for office. And some people like to respond when a survey pops up in their inbox while working. The point is, everyone has their preferred time to give a response.

For any employee, you have to think about the timing before sending a survey right away. So, make sure to invest in a tool that has automation to get things done within seconds. For instance, SurveySparrow’s NPS software allows you to choose a time, frequency, list of contacts to send surveys more effectively. Setting the employee net promoter score surveys in recurring mode also helps you track employee engagement at regular intervals.

Employee Net Promoter Score Analysis and Reporting

How do you know that you’ve got your hands on the right NPS software? Well, if it provides you results and analytics in real-time, know that you have the right tool. Real-time data will give you responses the moment your audience hits the submit button. For example, SurveySparrow lets you compare responses, spot patterns to understand your employees better. Also, you can sort the employee responses with advanced report filters. This will help you categorize the responses based on questions, time-period, degree of completion, respondent details, etc. 

Wait, there’s more; you can even schedule the survey according to your preferred time, day, and frequency. For more data safety, always keep an offline copy of the reports by exporting it in pdf format. 

Ability to Integrate

You won’t have to worry about measuring employee net promoter Score when all the applications and tools your company uses are played together. Seamless integration is one of the most important features of any NPS survey software. Just like SurveySparrow, make sure the software you choose has an integration system. Seamless integration with apps like Salesforce, Slack, HubSpot, Stripe, Zapier, etc.

Don’t try to bombard your employees with boring surveys. Instead, use an engaging NPS platform to drive culture in your organization But, what is a strong company culture, and how employee net promoter score can help you to improve it? Well, this question leads us to our next point-

What is a Strong Company Culture and How to Measure It with eNPS

Company culture defines the personality of your brand. A typical company culture includes the work environment, values, goals, and ethics. A strong workforce culture will also support their employees, listen to them, and engage with them. If you want to build a strong culture within your company, you have to ensure your employees work to their maximum potential. 

You may be surprised, but 33% of employees don’t believe their personal values align with company values. While 43% of employees are ready to leave their company because of poor culture. That’s why it’s crucial to use an eNPS score to understand what your employees think about your company. With employee net promoter score surveys, you can get a clear idea about your organizational culture. 

As per a study, companies that invested in employees, work culture, and customers grew revenue by 682%. Yes, that’s the power of good company culture and an engaged workforce. It’s important to measure your employees’ expectations, gather their feedback to drive culture. On top of that, investing in a survey tool with an NPS system will provide you with benefits like:

  • High Participation Rate: When you use eNPS surveys, it saves your employees from boredom. They don’t have to fill a large form or give a scary interview to participate in surveys. With an engaging eNPS system, you can expect a response of 30-40%. Sounds effective, isn’t it?

Employees who are worried about disclosing their identity may not share honest answers in the eNPS survey. But with anonymity, your employees can anonymously take part in the employee net promoter score surveys. Moreover, anonymous surveys will maintain respect. Your employees will feel that their opinions are valued. 

  • Easy Metric: eNPS system is the easiest way to gather responses. With eNPS you can track your employees’ progress just using one variable. If your company goes through a major change, you can measure your employees’ progress by monitoring their morale. Let’s say you want to know how your employees feel about a new employee loyalty program in your company. You can ask them eNPS survey questions like- “On a scale of 0-10, how satisfied are you with our loyalty program?” Based on the positive and negative responses, you can easily measure how useful the program is for your employees.
  • Employee Retention: According to Work Institute Research in 2019, nearly three in every four employees tend to quit their jobs. The reasons were professional development, work-life balance, and manager behavior. Most companies don’t observe whether their employees get the right experience from the organization or not. This leads to high employee turnover and lower engagement.

By using employees’ Net Promoter Score, you can gauge your employee loyalty. Just ask a simple question about “on s scale of 1-10, how likely are you satisfied with our professional development programs?” If your employees respond between 8-10, no one can stop you from reaching the high. If you get a straight 2 or 3, it’s time to rethink your company’s development programs.

Now that you know why you should invest in an employee net promoter score platform let’s move on to our next point how to use eNPS more effectively.

Smart Tips to Use eNPS Effectively for Better Cultural Growth

1. Conducting regular employee net promoter score surveys will normalize the survey-taking process to your employees. They won’t hesitate to share their feedback with the company. Thus, you will get only the honest answers, even if the answer is negative to handle. For instance, you can ask them questions like- “on a scale of 0-10 how comfortable are you about our company culture?” If you get negative answers with a response between 3-4, you can further send them open-ended surveys asking the reason why they think so. 

Also, while collecting employee feedback about your company culture or programs, make sure to keep the surveys anonymous. This will give you an unbiased opinion. Most of the online NPS software have this anonymity feature. So investing in software is definitely effective.

2. The management team of your organization must know why the surveys are being conducted. For example, if you want to conduct the survey to know your company’s culture, make sure your team knows it.

3. It’s important to create anonymous surveys. But, never keep the results hidden from your employees. When you share the results with your employees, they’ll feel included and a big part of the company. Also, sharing the negative results with employees will show them that you’re serious about bringing changes to the said issues.

4. Don’t measure eNPS for just one time. Follow-up is the key to get the best results. Once you learned about the employee net promoter score, follow up with surveys. For instance, suppose your employees gave negative responses in the first NPS survey. You can send another open-ended survey asking why they think negatively about your service, employee experience, or programs. 

As a business leader, you too can get benefited from following up. When you follow up on the survey results with your employees, they are 26% more likely to view you as a great leader. They’ll think your company listens to them well and acts on their opinion effectively. 

Wrapping it up.. 

If your company isn’t already prepared to invest in an employee net promoter score system, this is the high time they should. If for no other benefits than to keep your employees satisfied and business profitable. According to Gallup’s study, nearly 85%of employees have not engaged actively or feel disengaged at work. Yes, you read that right. A whopping 85%!

If only an individual employee isn’t feeling satisfied while working with your company, it will affect your work culture massively. That’s why implementing an eNPS is the easiest trick you can do for your employees. 

However, if you’re worried about crafting eNPS surveys, you can rely on SurveySparrow’s survey templates. So, go ahead and keep experimenting until you get the best results. Till then, happy surveying!

Kate William

Content Marketer at SurveySparrow

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