It’s important that your company attracts the best talent. While the overall quality of your business—your products or services, offices, benefits, location, etc.—is very crucial for making sure you get the right employees through the door and onto your payroll, none of that matters if your team members aren’t happy.
One way to ensure that your company grabs the attention of the best and brightest is to make sure that your organization has a high eNPS (Employee Net Promoter Score). eNPS is an extension of NPS (Net Promoter Score), which determines how likely your customers are to recommend your product or service to someone else. With eNPS, the score will indicate how likely an employee is to recommend or ‘promote’ your company as a place to work.
While your company’s eNPS is a valuable tool for determining employee satisfaction, it isn’t the only thing you should be doing to determine employee engagement and whether or not you’re doing enough to keep your team happy. One could argue that your eNPS doesn’t tell you much about employee engagement at all.
Today we’ll be breaking down what exactly eNPS is, what a good score is, other ways you can measure employee satisfaction, and finally, what are some ways you can improve your score.
eNPS—What Exactly is it?
As previously mentioned, eNPS is a representation of whether or not your employees would recommend your company to anyone else in terms of employment. But, there are a few key details about eNPS you should know.
First, eNPS is based on a scale of 0–10, which makes it easy not only to ask your employees but also easy for you to tabulate. No packet of questions, no need to block out time during the day to have all your employees take a thorough test or questionnaire. Just the simple question, “How likely are you to recommend this company as a place to work on a scale of 1-10?”.
Based on the answers, your employees will then either be categorized as one of the following:
- Detractors: Those who answered with 1-6
- Passives: Answered with a 7 or 8
- Promotors: Answered with a 9 or 10
To find your eNPS score, you simply take the percentage of detractors and subtract it from the percentage of promoters.
Here’s a quick example to illustrate this. Let’s say you have a team of 150 employees. Everyone takes the eNPS questionnaire, 90 of your employees answer with a 9 or 10. 20 employees answer with a 7 or 8, and forty of your employees answer 0 through 6.
90 of 150 comes out to 60% (Promotors)
20 of 150 is roughly 13% (Passives)
40 of 150 is about 27% (Detractors)
eNPS = % of promoters – % of detractors
60 – 27 = +23
So, is +23 a good net promoter score?
What is a ‘Good’ Employee Net Promoter Score?
Like many employee satisfaction metrics, what a good score is defined by the owners and management of a business. What may be a great eNPS for one company may be an okay one for another.
However, a common rule of thumb is that a score above zero is acceptable. But it’s wise to strive for something higher than that. A score between 10–30 is commonly referenced as good, while a score that exceeds 50 would put you in the upper echelon of companies.
Why eNPS Shouldn’t Be the Only Employee Satisfaction Metric You Measure + Other Satisfaction Methods to Use
As we referenced earlier, eNPS isn’t exactly a measurement of employee engagement. A high score doesn’t correlate with engagement.
In fact, it could mean the opposite. Qualtrics points out in this blog that it’s possible that disengaged and “unmotivated employees might be Promoters because the expectation of engagement is so low that they’re able to ‘zone out’ while at work and focus on other things.”
So, while you may have a good eNPS, your employees may still not be totally fulfilled at work.
Another critique of eNPS is the fact that it doesn’t provide you with any insight on how to improve your score. This is why it’s important to pair an eNPS evaluator with an employee engagement survey that allows for more information and allows the employee to offer suggestions on how to improve the workplace environment.
Ways to Improve Your eNPS
There are many ways in which you can try and boost your eNPS score and employee satisfaction/engagement. Here are some of the key initiatives and areas to emphasize in today’s world to help create a more enjoyable and “promotable” workplace.
Proper Management of Work-Life Balance
It’s one thing to tell your employees that you want to have a good work-life balance, but it’s a completely different thing to make sure they have it. If you have some employees that are working 9–5 nonstop and then also need to complete work at home or on weekends, while other employees have much less on their plate. Then, it’s time to put systems in place to make it more balanced.
Obviously, there are some jobs and industries that require more work when compared to others. But, by putting processes and procedures in place to reduce work burnout, your employees will be better off. In addition, they’ll more likely be willing to recommend your company to others.
Proper Benefits + Healthcare Coverage
Another area in which many companies can improve is the benefits they offer—specifically when it comes to healthcare.
Here at Pops, we understand the importance of making sure that everyone has what they need to succeed at work, as well as at home. That’s why we created Rebel+Mina. Did you know that the number of people with diabetes is expected to triple over the next few decades, and according to Human Resource Executive, a full-time employee with diabetes can miss roughly six additional workdays per year?
With the Rebel, our patented testing kit that blends traditional kits with an easy to use virtual care system, your employees with diabetes can accurately and easily check their blood sugar anywhere and anytime. Rebel, which attaches easily to your employees’ phones, will help keep your employees happy, healthy, and stress-free when it comes to managing their diabetes.
Rebel is paired with Mina, which is a personal virtual coach that will set reminders, keep track of goals, and offer encouragement to your employees to ensure that they are keeping up with their diabetes management.
Did you know that a company with 5,000 employees can potentially save $1.9 million by switching to Rebel?
To learn more about how Rebel+Mina can help improve your employees’ lives and save you money, contact us today!
Allow Employees to Help Shape Their Roles
Some companies can be a little more adventurous with this than others, but employees who are allowed to shape their roles based on interests and strengths typically show a higher level of satisfaction within their jobs.
Having regular job reviews and one-on-ones allows your employees to offer valuable feedback on how their role can be improved and how they can be more fulfilled while on the job. Remember though, managers shouldn’t take on a “Yes Man/Woman” approach when it comes to these reviews. You still must do what’s best for the company overall. But, at the very least, your employees will feel heard and will also value the opportunity to voice their opinions.
Promote a Healthy, Sociable Work Culture
Having friendships at work can go a long way towards improving employee satisfaction. In fact, according to a recent Gallup poll, it goes so far as to increase employee satisfaction by 50%. For large companies, this can be a challenge, as sometimes employees can feel lost in the crowd. And regardless of the size of your company, crafting a social work culture doesn’t just happen over the course of a single day, week, year, or even month. It’s a process that can take some time.
However, one way to ensure that you do reach a strong, healthy culture at work is by making sure that the physical layout—as well as internal communication methods—encourage collaboration. When people are placed in an environment where they can give their own input as well as receive suggestions and advice from others, a better culture is able to form.
According to this article from Interact, organized social activities outside of work hours are beneficial for improving work culture and “encouraging birthday celebrations or attending events together demonstrate greater engagement and contentment at work.”
Good luck in using some of these ideas to improve your own employee engagement and satisfaction!