Measuring Employee Loyalty: Your Guide to eNPS (Employee Net Promoter Score)

If you want to build a successful company, it's no secret that customer loyalty is essential. Who doesn’t want a community of committed, brand-loyal followers?

But when it comes to customer satisfaction, many companies overlook their most powerful weapon: employee loyalty.

‍Employee experience is closely linked to the customer experience. In companies with more engaged employees,  customer loyalty is 10% higher on average.

Believe it or not, employee loyalty can impact every aspect of your business, from productivity to retention. Employee loyalty can help you measure happy employees and see if your organization has a positive work environment.

Long story short, if you aren’t measuring employee engagement, it’s time to change that!

You might be familiar with NPS, or Net Promoter Score, one of the most straightforward metrics for measuring customer loyalty. Net Promoter Score uses a one-question pulse survey, then feeds the answers into a formula to produce a single metric for benchmarking customer satisfaction.

When it comes to measuring employee loyalty, there‘s eNPS, or employee Net Promoter Score. Like NPS, eNPS uses a one-question pulse survey to track and analyze employee satisfaction.

What is the Employee Net Promoter Score (eNPS)?

Employee net promoter score (eNPS) is a simple and effective metric for measuring employee loyalty. The eNPS survey measures employee feedback to a simple question: “How likely are you to recommend our company to others?”

Tracking eNPS score can give HR teams an easy way to gather employee feedback and benchmark results over time.

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How To Calculate Your Employee Net Promoter Score (eNPS)

In order to calculate your eNPS score, you’ll need to start by sending an eNPS survey to all your employees. The easiest way to do this is by using survey software or an online survey tool.

After the survey ends, the next step is to analyze your results to divide respondents into promoters, detractors, and passives.

Promoters, Detractors, and Passives

Promoters are employees who answer either a 9 or a 10 on your eNPS survey. They are highly engaged employees who are aligned with your company's mission and deeply committed to your company’s culture. Promoters have a positive impact on company morale and productivity.‍

Passives are employees who answer either a 7 or an 8 on your eNPS survey. While passive employees are unlikely to negatively impact company culture, they’re probably not the most productive team members, and they might not stay with your company if they’re offered a higher salary elsewhere.

Detractors are employees who answer between a 1 and a 6 on your eNPS survey. They’re disengaged employees who have a negative perception of your company’s outlook. Over time, detractors can cause company culture and productivity to suffer.

To calculate employee Net Promoter Score, subtract the percentage of detractors from the percentage of promoters:

eNPS = % Promoters – % Detractors

What is a good eNPS result?

The eNPS score ranges from -100 to 100. In general, the higher the number, the more likely employees are to recommend your company as an employer.

While average eNPS scores can vary across industries, a good eNPS score is typically anything above 30. If your eNPS score is 50 or higher, you should be very proud of yourself – that means your team is highly engaged!

It’s also important to keep in mind your company’s previous benchmarks for eNPS. If your eNPS score is somewhere in the 20s, but was previously in the 10s last quarter, then that’s something to be celebrated.

Be sure to also check response rate. This valuable insight can give you an idea if you’re getting a skewed or accurate representation of a sentiment, or even tell you whether people are engaged overall. A lack of responses might signify a lack of trust or unhappy employees.

As a whole, aim to increase your eNPS score over time by improving company culture and driving employee engagement. Focusing on your people will help you achieve that positive eNPS score.

Using Cooleaf to Track and Measure eNPS

Cooleaf makes it easy to create and send eNPS surveys (without the hassle of eNPS calculation!) and improve your score over time.

To send an eNPS survey, HR leaders can select the Cooleaf eNPS template to populate a pre-designed survey, including optional follow-up questions and demographics questions. Next, schedule when you want to send your survey – and whether you want to include optional reward points for participation.

Cooleaf not only makes it easy to send eNPS surveys, but also analyze the results. In the Cooleaf Manager dashboard, HR teams can measure eNPS survey results, filter the data by teams or locations, and download anonymous responses – helping you to reduce employee churn and improve your employee engagement over time.

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How Cooleaf Helps You Improve eNPS

There are tons of benefits to improving employee loyalty – but employee engagement surveys and NPS scores are just one part of the puzzle.

With Cooleaf, you can set up an automated cadence of regular eNPS surveys and benchmark results. Our team of engagement experts will meet with you quarterly to help you analyze results and offer recommendations to boost your score. From implementing team-building challenges to increasing employee recognition, we’ll help create and implement a strategy to boost your organization’s employee sentiment.

Measuring eNPS gives you an easy way to track the success of your engagement efforts. When you combine tracking employee satisfaction levels with engagement initiatives like recognition and virtual team-building, you'll have an effective strategy for boosting your employee experience.

See Cooleaf's eNPS survey tool and explore the engagement platform

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Best Practices for eNPS Surveys

Do you want to get the most out of measuring employee NPS? Here are a few best practices for eNPS surveys.

• Measure eNPS regularly to understand how your employee engagement evolves and changes over time. At minimum, you should aim to send eNPS surveys twice per year.
• If adding custom questions, don’t include too many at once. Consistency is key to benchmarking your results, so using the same eNPS questions over time will give you better results. Plus, a shorter survey will lead to less survey fatigue from your employees.
• Take action on feedback. Review responses and analyze patterns, then act on feedback as quickly as possible. Share your eNPS with your team and openly discuss your leadership strategies for your company’s goals for continuous improvement.

Employee Net Promoter Score is important because it helps you discover the strength of your employee experience and predict your employee retention. If you want to retain top talent, it’s important to understand how your employees feel about the company, their job satisfaction, and the leadership team.

In addition to measuring customer NPS, sending regular employee engagement surveys and measuring employee NPS will help you build a positive employee experience.

Interested in learning more about how Cooleaf can help you improve employee engagement? Let's chat!