eNPS Questions: Measuring Employee Loyalty and Engagement

In today’s competitive business landscape, understanding employee loyalty and engagement is crucial for any organization. One effective way to measure this is by using the Employee Net Promoter Score (eNPS), a simple yet powerful metric that gauges how likely your employees are to recommend your company to others. High eNPS scores often correlate with strong employee satisfaction, higher retention rates, and better company performance.

But how do you measure eNPS? It all starts with the right questions. Below is an explanation of the eNPS questions methodology and a list of questions that will help you effectively gauge employee loyalty and satisfaction.

What is eNPS?

The Employee Net Promoter Score (eNPS) is a metric derived from the Net Promoter Score (NPS), which is traditionally used in customer satisfaction surveys. The eNPS specifically measures how employees feel about working at your company, with a focus on their likelihood to recommend the organization as a workplace.

Typically, the core eNPS question is:

"On a scale of 0 to 10, how likely are you to recommend [Company Name] as a place to work?"

Employees are classified into three categories based on their response:

• Promoters (9-10): Loyal and enthusiastic employees who are highly likely to recommend the company.
• Passives (7-8): Satisfied but not as enthusiastic; unlikely to actively promote or detract from the company.
• Detractors (0-6): Unhappy employees who may share negative feedback or even discourage others from joining the company.

The eNPS score is calculated by subtracting the percentage of detractors from the percentage of promoters.

Key eNPS Questions

While the core eNPS question is a great starting point, follow-up questions are essential to understand the "why" behind the score. These follow-up questions will help you gather actionable insights into employee engagement and identify areas for improvement.

1. Core eNPS Question

• "On a scale of 0 to 10, how likely are you to recommend [Company Name] as a place to work?"

  This is the primary question that gives you your eNPS score. It’s simple, effective, and provides an overall snapshot of employee loyalty.

2. Follow-Up Questions for Promoters (9-10)

Promoters are employees who are highly engaged and satisfied. Understanding what drives their loyalty can help you retain them and use their positive experiences to influence others in the organization.

• "What do you enjoy most about working here?"
• "What factors influence your decision to recommend [Company Name] to others?"
• "What would make you more likely to recommend us to others?"
• "What aspects of the company do you feel most passionate about?"

These questions help uncover the reasons behind the high score and offer insights into what your company is doing well.

3. Follow-Up Questions for Passives (7-8)

Passives are employees who are generally satisfied but not overly enthusiastic. While they are not actively detracting from the company, they are also not completely engaged. Understanding their concerns can help turn them into promoters.

• "What can we do to improve your experience as an employee?"
• "What would make you feel more satisfied with your job?"
• "What aspects of the company or your role do you feel could be improved?"
• "Is there anything that would make you more likely to recommend [Company Name] as a place to work?"

These questions focus on areas of improvement and allow you to identify and address potential gaps that could prevent passives from becoming promoters.

4. Follow-Up Questions for Detractors (0-6)

Detractors are employees who are unhappy with the organization. They are at risk of leaving and may be sharing negative feedback outside the company. Addressing their concerns is critical to improving retention and reducing turnover.

• "What can we do to improve your experience at work?"
• "What factors have led to your score of [X]?"
• "What would make you more likely to recommend [Company Name] as a place to work?"
• "Are there any changes you would like to see in management, communication, or company culture?"

These questions help you dive deeper into the reasons behind dissatisfaction and pinpoint actionable improvements that can help retain these employees.

5. General Follow-Up Questions for All Employees

In addition to the above follow-up questions for promoters, passives, and detractors, you can also ask more general questions that help you understand the overall employee experience.

• "How well do you feel the company supports your career growth?"
• "How satisfied are you with the work-life balance at our company?"
• "Do you feel that the company values your contributions?"
• "How would you rate the communication within your team and across the organization?"
• "What improvements would you suggest to make our workplace more positive and engaging?"

These questions provide a broader view of employee satisfaction and engagement, helping you identify specific areas that need attention.

How to Calculate eNPS

To calculate your eNPS, follow these steps:

1. Categorize the responses: Classify employees into promoters (9-10), passives (7-8), and detractors (0-6).
2. Calculate percentages:
   • Find the percentage of promoters and detractors by dividing the number of responses in each category by the total number of responses.
3. Subtract detractors from promoters:
   • eNPS = (% of Promoters) – (% of Detractors)

The final score can range from -100 (if every employee is a detractor) to +100 (if every employee is a promoter).

Interpreting eNPS Results

• +50 or higher: Excellent employee engagement and loyalty. You have a highly satisfied workforce.
• +10 to +49: Good, but there’s room for improvement. Consider focusing on converting passives into promoters.
• 0 to +9: Neutral. Employees are neither actively engaged nor disengaged, but improvement is needed.
• Below 0: There are significant issues that need immediate attention. Work on addressing the concerns of detractors to improve the overall employee experience.

Conclusion: The Power of eNPS for Employee Engagement

The Employee Net Promoter Score (eNPS) is an incredibly valuable tool for assessing employee loyalty and satisfaction. By asking the right questions and analyzing the responses, you can identify areas for improvement, increase employee retention, and foster a positive, engaging work environment.

Remember, the key to leveraging eNPS is not just about tracking the score but using the insights to make meaningful changes that enhance the employee experience. Keep the lines of communication open, act on feedback, and continuously strive to improve the workplace for your team.

By implementing eNPS questions effectively, you can ensure that your employees are happy, engaged, and excited to recommend your company as a great place to work!