We know that there are several methodologies and tools that can be used as metrics to understand the level of employee satisfaction. We are here to help you understand what eNPS is and how it can help you!

In this material you will understand:

● What is NPS and eNPS?

● How does the eNPS work?

● eNPS - Qualitative question

● How to use the eNPS scale in Qulture.Rocks?

● How to analyze eNPS data in Qulture.Rocks?

● What is the heat map in eNPS research?

The Net Promoter Score, better known as NPS, was created by Fred Reichheld in the United States with the goal of understanding and improving customer happiness, faster and simpler than a normal satisfaction survey.

From a simple question, it is possible to understand whether that person is a detractor, neutral, or promoter, especially when it comes to referring your business to other organizations.

Some companies that used NPS to understand their product satisfaction, understood that this methodology could also be used to collect impressions about employee happiness and impressions within the company in a faster and simpler way.

For this reason, the Employee Net Promoter Score, also known as eNPS, was created.

In the same way that the NPS seeks to measure the loyalty of its consumers to the company, the eNPS seeks to understand the degree of satisfaction of employees with the organization. The methodology follows the dynamics below.

● Respondents with scores of 9 or 10 = Promoters. In other words, they disseminate a positive image of the business to the market and refer other talents to work in different functions and teams.

● Respondents with scores of 7 or 8 = Neutral. They are not considered detractors, but also do not offer a score so positive as to disseminate positive aspects of the organization.

● Respondents with grades from 0 to 6 = Detractors. The tendency of these people to be disengaged is high, besides disseminating a negative image of the business and discouraging other professionals in relation to their activities.

The eNPS calculation is quite simple. Just use the following formula:

eNPS = % of promoters - % of detractors

For example: Suppose that in a company of 100 professionals, 80 are considered promoters, 10 are neutral, and 10 are detractors.

In this case, we have 80% promoters and 10% detractors.

eNPS = 80 - 10

Therefore, the eNPS of the presented business is 70.

The qualitative question, also known as a follow up or comment question, can be applicable in both NPS and eNPS. For example:

● "What motivated you to give this grade?"

Bringing these impressions is what will add qualitative information and base the analysis of the results.

If an employee responded with a score of 2 and exposed a negative comment regarding remote work, it is an opportunity to understand motivation and work on action plans focused on satisfaction and engagement from this issue.

When creating the question, you select the eNPS scale type as follows:

Furthermore, the question description is fully customizable. You can use the scale to understand employee satisfaction towards the company and towards your product as well, for example. This way you have two questions, one eNPS and one NPS, on the same form.

By selecting the "Allow Comments" option, the eNPS question will also bring up a qualitative field for respondents to write their impressions. These answers will complement and deepen the analysis of the survey results.

When we create a survey with eNPS scale questions, these questions become part of the eNPS theme within the survey.

This topic will bring the overview that aggregates all eNPS data within the survey.

● Overall

The product shows the total score of the company and the distribution according to detractors, neutrals and promoters. In the example below, the company's eNPS score is 39.2.

In addition, we also provide the average eNPS, which is the sum of all scores given divided by the number of survey respondents, and ranges from 0 to 10

This analysis becomes valuable if your survey has many neutral respondents, since the eNPS calculation disregards grades 7 and 8.

The heatmap shows a visual representation of the search results according to the selected grouping.

This is the time to look at the segmented data and understand the comparison factors between the groups.

Columns can be grouped by any type of grouping that is configured in the platform: Department, level, location, area, salary range, etc.

An important detail is that the colors follow the scale shown in the legend just above the heatmap. The detailed scale is as follows:

You can also check the eNPS score individually per question. This feature is very important if you are running a survey with several questions that use the scale, so you can see the distribution in percentage terms of haters, neutrals and promoters; overall score, number of responses and number of comments for each question.

Just click on the question to access a new page with the detailed data, as in the example below:

Also on the page with the detailed data of the question, you can view the comments written by the respondents for that question, provided that this function has been enabled in the survey configuration.

There you go, now you know what eNPS is and how to apply the methodology in your research!

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