The employee Net Promoter Score (eNPS) is a simple way to measure loyalty and then know exactly what makes an employee more likely to recommend your organization or not. It measures the likelihood of whether an employee would be willing to recommend your organization as a place to work and is an important part of the Engagement Report in Officevibe.
How the eNPS is calculated
The eNPS is measured by asking the question featured in the image below. When you deploy Officevibe to your organisation, every employee will receive the eNPS question in their onboarding survey. After that, the employees will be receiving the question again every three months. It's important to note that the question will not be sent at the same moment to everyone as Users can select when they receive a Survey and new hires can join your organization throughout the year and complete their first Survey at any time.
A minimum of two Users responding to this question are needed before you see any data in this section. Also, the eNPS question will always be sent to active and inactive Users alike.
Business Rule: The employee's last response to the eNPS question within a 90-day time period will be taken into account in the eNPS score. Any responses which fall outside of that window will not be considered in the score.
If an employee is added to a new group, their response is only taken into account when they receive the eNPS question again. If an employee is removed from a group, their response will fall off between 15-30 days after removal to protect the anonymity of the employee.
Depending on how an employee responds to this question, he or she will either be labelled a Promoter (gave a score of 9 or 10), a Detractor (gave a score ranging from 0 to 6) or a Passive (gave a score of 7 or 8).
Note: If an employee chooses to skip the eNPS question or hasn't received it at the time the score was calculated, they will be listed as N/A.
The score is then calculated by subtracting the percentage of Detractors from the percentage of Promoters (% of Promoters -% of Detractors= eNPS). Passives aren’t included in the calculation because they’re considered to be neutral.
A company’s score could range from -100 to +100. The score displayed will always include the last data point for all users. This means that an employee's last answer to the eNPS question will be taken into account in the score calculation until said employee answers the question again.
How to View the eNPS feature
You can view the eNPS in the Employee Engagement Report located in the Reports section. You will first see the real-time score itself on the left-hand side of the eNPS section. You can also choose to view the variation of the eNPS through two different graphs.
The first is the Global graph, which allows you to see how the eNPS score has varied over the last few months. This view provides a good general overview of how your organization may have progressed.
The second is the Details graphs and it will provide you with a more comprehensive view of why your score is what it is. To access it, you simply need to click on Details at the top of the graph.
You'll be able to see a breakdown of the monthly eNPS as well as a breakdown of the percentage of Promoters, Detractors, Passives as well as No-Answers you had every month.
By hovering over one of the columns in the graph, a pop-up will appear with the number of Promoters, Detractors, Passives and No-Answers.
Note: No-Answers can affect your eNPS score as they reduce the number of Promoters and Detractors. When analyzing your eNPS, always make sure to take into consideration the number of N/As.