True or False: Is Net Promoter Scores (NPS) just for customer surveys? Nope, NPS has some amazing data about how your employees are feeling. This video will help explain the question, calculation, and why this is a key data point you should be looking at regularly. It'd be like Batman not looking at the Wayne Enterprise EBITDA!
Surveys are based on a Net Promoter Score. eNPS, or 'Employee NPS' is a well-researched method that measures employee loyalty. The surveys are based on a 10-point scale that will put employees into three categories: Promoters(9 or 10), Passives(7 or 8), or Detractors(6 and below).
Below is an example of what the standard survey will look like when users take it. Users can make anonymous comments at the bottom of the survey. In the 'Satisfaction Surveys' report, you can review specific comments coming from surveys. The surveys are still anonymous, but department and country information is still available.
Head to 'Insights' > 'eNPS and Satisfaction' > 'Employee Satisfaction' to check out the dashboard. The Surveys trends dashboard will show the percentage of promoters, passives, and detractors there are for each survey question as well as highlighting your eNPS question in the top-left dashboard. You will also see the percentages over the past four quarters. A green number means that you improved over the last quarter, not the benchmark. Likewise, a red number means your percentage is worse than in the previous quarter. The benchmark numbers are based on industry benchmark numbers from a plethora of sources.
This dashboard is available to managers, those with direct reports, but it will only display data for themselves and everyone beneath them. Leaders, those with direct reports in the top 4 tiers of the org chart, will have full access to all the company data for eNPS.
This useful dashboard will also highlight the number and percentage of users that have completed the survey. This is also narrowed to participation by the department.
Finding eNPS Trend by Department
- Go to the "Insights" tab
- Click on 'eNPS and Satisfaction'
- Open the overview using either of these two buttons
- You can track departmentalized results and see their eNPS scores. The number in parentheses lets you know how many survey submissions are powering that score in the filtered time-frame.
To better understand how an eNPS is calculated please see this article.