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 below question, once every three months at a random time. This means that not everyone will be receiving the question at the same time and that it may take up to three months for the question to be sent out to everyone once you deploy Officevibe. A minimum of two responses to this question are needed before you see any data in this section.
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.
How to View the eNPS feature
You can view the eNPS in the Employee Engagement Report located in the Reports section. You can 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 weekly eNPS as well as a breakdown of the number of Promoters, Detractors, Passives as well as No-Answers you had every week.
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. N/As may make your score seem lower than it is. When analyzing your eNPS, always make sure to take into consideration the number of N/As. In the example above, the high number of N/As is greatly affecting the eNPS because there are more employees who have not answered the question than employees who have. There isn't sufficient data yet to get a clear picture of how employees feel about recommending their organization as a place to work.