eNPS questions - what to ask and why
Measuring Employee Net Promoter Score (eNPS) is are a great way to track employee engagement. Following up on the eNPS survey with follow-up eNPS questions can help you understand what needs to be improved in your organisation to increase employee satisfaction.
eNPS: What is employee Net Promoter Score and why is it important
The eNPS (employee Net Promoter Score) measures employee engagement and loyalty by asking employees how likely they are to refer their company to a friend. The score is calculated by subtracting the percentage of employees who are detractors (who would not recommend the company) from the percentage of employees who are promoters (those who would recommend the company). The higher the eNPS score, the more engaged and loyal the employees are.
Satisfied employees lead to satisfied customers
There is a strong link between employee satisfaction and customer satisfaction. Building a great company culture that keeps employees happy and engaged is not only an investment in your employee experience but also in your customer experience.
Sometimes, the best way to increase your customer net promoter score, NPS, is to work on your eNPS. Engaged employees will walk the extra mile, create outstanding customer experiences, and be great ambassadors for your brand. Unhappy and disengaged employees, on the other hand, will often have the opposite effect on business. In other words, if you're struggling with low customer NPS scores, calculate your employee net promoter score and create a plan for continuous improvement.
Recommended reading: How Eletive is supporting Rusta's growth journey
Identifying promoters, passives & detractors
Identifying promoters, passives, and detractors is essential to understanding how different groups of people perceive your company.
Promoters are people who are satisfied with your product or service and would recommend it to others.
Passives are people who are satisfied but not likely to recommend it to others.
Detractors are people who are dissatisfied with your product or service and are likely to discourage others from using it.
Understanding who these groups are and why they behave the way they do can help you improve your product or service and increase customer loyalty. Adding follow-up survey questions to your eNPS survey is a way to get deeper insights.
16 eNPS questions to follow up on and improve your employee Net Promoter Score
If you're looking to improve your employee Net Promoter Score, following up the eNPS survey with open-ended questions is a great idea. Doing so can help you identify and fix problems with customer loyalty and satisfaction.
Please share your primary reason for giving this score
What would make you give our organisation a higher score?
Is there any specific factor preventing you from recommending our company to potential employees?
What do you like most about working in this organisation?
Has your experience working at our company improved or worsened over the past 6 months?
Does your company invest enough resources in employee satisfaction and well-being? Yes/no.
Do you see yourself staying in this organisation for the coming five years?
What, in your opinion, should we prioritise to improve?
On a scale from 0 to 10, to what extent would you say our organisation met your expectations when you started working here?
How interesting do you consider your work to be, on a scale of 0 to 10?
What is your greatest challenge/difficulty in working here?
What could induce you to move to a different organization?
Did the recent organisational changes we have made have a positive, negative or neutral effect on your work experience?
Is our organization more or less attractive to employees than its industry competitors? (More, less, the same)
On a scale from 0 to 10, how recognized and valued do you feel in our organization?
On a scale from 0 to 10, how helpful is your manager when you have a problem at work?
Using eNPS comments as a bird's eye view
Employee Net Promoter Score (eNPS) comments can give you a bird's eye view on employee sentiment in your organisation. They can help you understand what your employees really think of your company and what changes or improvements they would like to see. eNPS comments can also help you identify employee champions and detractors.
Listening AI is an Eletive feature that allows you to quickly and easily interpret the information in large quantities of comments and free-text survey answers
Interpreting comments and employee survey results with AI
If your organisation is large, interpreting large quantities of comments and free-text answers can be a challenge. To help with this, Eletive offers a feature called Listening AI. Interpreting employee survey responses and comments with Listening AI gives you a quick overview of what employees are thinking and feeling, and get a better understanding of employee satisfaction levels and what may be causing dissatisfaction. Listening AI can help you identify both what is working well, and where there are potential areas of improvement in your organisation.
Recommended reading: Listening AI - employee listening at scale
Measure engagement (including eNPS) with Eletive's employee engagement surveys
Employee engagement surveys are a great way tool for measuring engagement, including eNPS. Eletive's surveys are customisable and easy to use, making it easy to get feedback from employees and track engagement over time.