5 Tips to take action on your eNPS
By Martin Meulenkamp | March 1, 2019
for HR and Management
What is the eNPS?
The employee Net Promotor Score (eNPS) is an internationally validated formula consisting of one single question. On a scale of 0-10 employees are asked how likely they are to recommend Organisation ‘X’ as a good place to work to others. Responses are then compiled into three groups: detractors (score 0-6), passives (score 7-8) and promotors (score 9-10). The average score gives an indication of the extent to which your employees are also ambassadors. You can see it as an overall internal score. You should check it regularly to see if you’re on the right track to a positive team and work environment. Also towards external stakeholders the score sends an essential signal. Your employer brand or reputation can be the decisive factor in the recruitment of new talents. Especially when the job market is tight! Think of how often potential candidates get encouraged (or discouraged!) With the realtime measuring method of 2DAYSMOOD you can regularly measure the eNPS and take action on all levels in your organization to improve the score.
‘Promoters are also a valuable source of information. Which positive stories do they tell about their work to familiy and friends? Which engagement drivers do they find in their work enviroment?’
How to start improving the eNPS score?
1. Turn it into a KPI
To effectuate an upward trend in your eNPS, it is smart to set it as a goal or KPI in your organization or team. The average eNPS score in the Netherlands is -4 (2018). In Europe the mean is -9.6. The score is a subtraction of the percentage of promoters mnius the percentage of detractors. The ultimate goal? Get your level of detractors to 0%.
2. Regularly measure the eNPS score
Actively work on improving the engagement and motivation of your employees. Then monitor your improvements and their impact via the fluctuations (rises) in the eNPS score. From an HR perspective, it is advisable to ask the eNPS question to your employees on a monthly or at least quarterly basis. With the 15 second survey of 2DAYSMOOD you can also continuously monitor employees’ moods. This anonymous data, as well as the eNPS data can be analyzed on organizational, department and team level. You can find out where dissatisfaction or stress remains high, or where excitement is rising.
3. Find your detractors and promoters
To get to the bottom of things, you should actively walk and talk on the work floor. With the help of a measurement you can explore where your detractors and promoters are located. Interact with them! Areas with many detractors require extra attention, action and feedback. If you already have an idea what the pain points are, then specifically dig into these subjects. People want to be heard and perhaps they can come up with practical solutions themselves. Besides that, the promoters are also a valuable source of information. Which positive stories do they tell about their work to familiy and friends? Which engagement drivers do they find in their work enviroment? At 2DAYSMOOD the starting point of an employee survey is a baseline assessment. With the baseline assessment you will make a first scan of your organization and teams, based on moods, drivers and the eNPS. You will discover the most relevant problem areas and success factors.
4. Let colleagues share experiences
Connect team leaders with a low eNPS score to team leaders with a high eNPS score. Colleagues can often help each other best, as they find themselves in the most comparable work situation. Make sure that you as an (HR) Manager also know what the success factors are in these teams or departments. And of course don’t forget the less engaged teams. Offer them the tools to work on their team atmosphere, engagement level and eNPS.
5. Reward your ambassadors
Give a compliment or reward to the teams (and team managers) with lots of promoters. These are the employees that will proudly tell stories about their work at parties and networking events and will introduce new talents to the company. Are there any other internal or external communication channels you can use to create awareness for your engaged teams?
Do you want more advice on ways to analyze or improve your eNPS score? Plan an appointment and live demo with our Strategic Happiness Expert.