You use Net Promoter Scores as a measure of client satisfaction, but are you equally in tune with the happiness of your team?
A company’s NPS or Net Promoter Score is a measurement of customer satisfaction.1 These scores are especially useful in the staffing industry, in which feedback isn’t linked to a tangible product, but is instead related to a more subjective service or experience. While NPS surveys can ask a number of questions, the concept truly focuses on only one: How likely are you to recommend your firm to a friend or colleague?2
Employee Net Promoter Scores, or eNPS, center on this same question and assign numerical value to the similarly subjective experience of being an employee. While one-on-one meetings can keep leadership informed of employee satisfaction levels, these means of measurement have their limits. Employee Net Promoter Scores are derived from anonymous company-wide surveys, which not only welcomes honest and open feedback, but also enables employee satisfaction to be measured on a universal scale, allowing the scores of various companies to be easily compared.How are Employee Net Promoter Scores Measured?
Much like the clients or consultants whose feedback contributes to a Net Promoter Score, those who provide anonymous eNPS-related feedback are also categorized into three main categories: Promoters, Passives, and Detractors.
Figure 1 – Explanation of Promoters, Passives, and Detractors3
Once the feedback is gathered and organized into these categories, an Employee Net Promoter Score can be calculated by subtracting the percent of detractors from the percent of promoters.
Eliassen Group's Employee Net Promoter Scores
At Eliassen Group, we are invested in employee happiness, and we are always open to suggestions for improvement in this regard. We send out an eNPS survey quarterly to all internal staff, as well as a more comprehensive Culture and Engagement Survey on an annual basis. This annual survey is a wonderful tool for more substantive and detailed feedback, while quarterly eNPS surveys act as a simpler, consistent check-in point.
For Q4 of 2020, we were ecstatic to receive an eNPS of 57, which is regarded as "Excellent" ("Good" is a score of 0-49, "Excellent" is 50-69, and "World Class" is a score of 70+).
Figure 2 - Eliassen's eNPS Q4, 2020
Employee Net Promotor Scores are a simple and universal measure of excellence, and we at Eliassen Group are proud of our eNPS, which we view as a reflection of our unwavering commitment to employee satisfaction.
- Gregg, Eric. “Industry Trends Driving Staffing Company Growth in 2018 and Beyond.” Inavero,
Inc., 2018. Webinar. https://www.inavero.com/wp-content/uploads/10.30.18-Staffing-
World-Encore-Webinar.pdf. Accessed 28 Nov. 2018.
- “2018 Staffing Industry NPS Benchmarks.” Inavero, Inc.,
https://www.inavero.com/staffing-nps-benchmarks/. Accessed 5 Nov. 2018.
- Peterson, Kent. “Everything You Need to Know About eNPS.” HubSpot, Inc.
https://blog.hubspot.com/service/enps. Accessed 14 Jan. 2021.