The employee Net Promoter Score (eNPS) is a simple way to track loyalty and pride for your organization. It measures the likelihood of whether an employee would be willing to recommend your organization as a good place to work and is an essential part of the Engagement Metrics 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 organization, every employee will receive the eNPS question in their Onboarding Survey (Survey attached to the invitation). After that, the employees will receive the question again every three months. It's important to note that the question will be sent at different times to everyone, as Members are sent surveys randomly throughout the week and can select when they receive their surveys. Also, new hires can join your organization throughout the year and complete their first survey at any time.
Note: A minimum of three Members must have responded to this question before you will see any data in this section.
Business Rule: The employee's last response to the eNPS question within a 90-day period will be considered in the eNPS score. Any responses that fall outside that window will not be considered in the score. The variation in scores from the previous week (7 days) is also displayed. If a Member should happen to answer this question twice in the 3-month period, only their last response will be counted.
Depending on how an employee responds to this question, he or she will either be labeled a Promoter (gave a score of 9 or 10), a Passive (gave a score of 7 or 8), or a Detractor (gave a score ranging from 0 to 6).
Note: If an employee chooses to skip or not answer the eNPS question, they will be labeled N/A and impact the score calculation as we consider these employees to be Passives (vs. the industry standard, which does not include N/As in the calculation of the eNPS). Officevibe is an evolutive platform in which employees are expected to participate. Therefore, these employees are considered in the audience. This means that a high number of N/A responses can impact your score.
The score is then calculated by subtracting the percentage of Detractors from the percentage of Promoters (% of Promoters -% of Detractors= eNPS).
A company’s score can range from -100 to +100. The score displayed will always include the last data point for all Members. This means that an employee's last answer to the eNPS question will be considered in the score calculation until said employee answers the question again.
How to View the eNPS feature
You can view the eNPS at the bottom of the Engagement Metrics in the Reports tab. You will see the real-time score itself on the left-hand side of the eNPS section. There is also a view of the distribution of the eNPS scores to understand the calculation better.
Note: The Engagement score is a 90-day rolling average from all of the metrics measured by Officevibe, but the eNPS represents only one question, therefore, it's only one aspect of overall Engagement. It's not unusual to see a positive eNPS score and a low Engagement score or vice versa.
You can view how your eNPS score has changed over time by clicking on the "View eNPS History" button. Here you will find the historical data trends of the score and how the distribution has changed over time. You can also hover over any point on the graphs to see the score at that time.
In the Question Results report, the color legend differs and can be read as follows (image below):
- Dark Red = 0-2
- Light Red = 3-4 Yellow = 5-6
- Light Green = 7-8
- Dark Green = 9-10
Question results colors for Ambassadorship eNPS Metric (from survey question).
At any point, you can use the Comparison view to benchmark your score with other clients and/or within your industry. Officevibe will categorize the scores based on the threshold below:
-61 to -100 = Critical
-31 to -60 = Very Low
0 to -30 = Low
1 to 10 = Good
11 to 30 = Very Good
31 to 60 = Great
61 to 100 = Amazing