5 tips to take action on your eNPS
By Martin Meulenkamp | 01/03/2021
What is the eNPS?
The employee Net Promoter Score (eNPS) is an internationally validated formula consisting of one question. On a scale of 0-10, employees are asked how likely they are to recommend Organization “X” as a good employee to others. Responses are then grouped into three groups: detractors (score 0-6), passives (score 7-8), and promoters (score 9-10). You calculate your eNPS by subtracting the percentage of detractors from the percentage of promoters. The score can therefore vary from -100 to 100. The eNPS gives an indication to what extent your employees are also ambassadors. You can see it as an overarching assessment of the internal health of your organization. Do you want to know if you are on the right track for a positive work and team atmosphere? Then you should check the score regularly! With 2DAYSMOOD’s real-time measurement method, you can measure the eNPS repeatedly and take action at all levels in your organization to increase the score.
Benchmarking with the eNPS?
This score is also of critical importance externally. Your reputation as an employer can be decisive in attracting new talent, especially during the current labor market shortage and additional requirements for working from home. Just think how often potential candidates are tipped (or advised against!) by current employees to start working somewhere.
Moreover, we also see that the studies and benchmark reports show major differences. Research by Integron shows that the workforce in the Netherlands feels more connected to their employer. The eNPS has increased from -3 in 2020 to +12 in 2021. 5100 employees from 12 different sectors were surveyed for this.
Because the score is internationally recognized and is calculated according to the same formula, you can compare it with other organizations. Are you curious about how your internal organization scores compared to other companies in your industry? If we look at our own 2DAYSMOOD customers, we see an average eNPS of -1 in 2019, and of 10 in 2020. Is your eNPS over 20? Then you are doing very well! But be careful: in our opinion, external benchmarking should never be your sole reference point. Every industry and organization is unique. That is why it is more sensible and relevant to look at your own culture and people. How do your employees think about your organization? Therefore, regularly measure the eNPS and keep track of how it changes over time.
‘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
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 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
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. 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 family and friends? Which engagement drivers do they find in their work environment? At 2DAYSMOOD, the starting point of an employee survey is a baseline measurement. With the baseline measurement you will make a first scan of your organization and teams, based on moods, drivers and the eNPS. The eNPS gives an indication to what extent your employees are also ambassadors. You will discover the most relevant problem areas and success factors.
4. Let colleagues share experiences
Connect team leaders with a low eNPS to team leaders with a high eNPS. 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 (eNPS) 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 (whether online or in real life) 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?
These tips will help you on your way. But do you want to know which buttons to turn to increase the eNPS? Then do a full baseline measurement to see where clear improvement is possible!