Skip to main content
Documentation
Documentation
Peakon
Last Updated: 2024-01-26
Concept: eNPS Score

Concept: eNPS Score

Net Promoter Score became the gold standard of customer loyalty through its ability to predict behaviors. Consequently, employee Net Promoter Score (eNPS) became the most widely adopted measure of engagement in organizations.
The ubiquity of NPS can make introducing the platform to all levels of management easier. eNPS is likely to display significantly lower scores than customer NPS, because people often hold their workplace to a higher standard than the services they purchase.
Scores in NPS mode fluctuate more than averages scores, enabling you to gain insight on your initiatives fast.
The eNPS question causes people to consider many factors that influence engagement and apply them to a very simple decision-making process.
The main eNPS question is
How likely is it you would recommend [Company Name] as a place to work?
. There are also 3 engagement outcome questions that contribute to the overall score.
  • How likely is it that you would stay with [Company Name], if you were offered the same job at another organization?
  • Overall, how satisfied are you working for [Company Name]?
  • How likely is it you would recommend [Company Name] products or services to friends and family?
Employees answer these questions on a zero to 10 scale. The score places the employee into an NPS grouping, on a per-question basis, and on an overall engagement-driver basis.
Grouping
Behavior
Detractors (0-6)
These employees have major reservations about their role in the organization, and actively divest themselves from their work. The disengagement greatly reduces performance, eats at the morale of others, and often creates an unattractive image of the company to the public.
Passives (7-8)
While not actively disengaged, these employees are still holding back from applying their full selves at work. Reviewing the engagement feedback of passives often reveals concerns ('It’s a great place to work, but…') and demonstrates why, even though 7-8 can be positive, improvements might be necessary. Passive employees are often not subpar performers, but they’re typically cruising. Prolonged neglect of issues can lead to passives becoming detractors, as they fall out of touch with the organization.
Promoters (9-10)
Promoters are highly engaging with the organization and their role. They approach work with energy, enthusiasm, and resilience. Promoters take it upon themselves to go beyond expectations and to improve things continuously. Internal ambassadors for the goals of the business, they boost morale of others, and spread a positive message externally, too. Employee data has shown that promoters are 3 times more likely to stay with a business over the next 3 months than detractors.

eNPS Score Calculation

This section explains the engagement score calculation in
NPS
 mode. You can apply the same explanation to all other driver scores (in
NPS
 mode), no matter the question set.
To get the eNPS score, subtract the % of
Detractors
 from the % of
Promoters
. NPS scale ranges from -100 to 100. The calculation uses the raw percentage for accuracy, while the percentage that is visible on the dashboard uses rounding.
  1. The calculation identifies each employee's latest score for each of the 4 engagement questions. The scores must be within the visibility window.
  2. The calculation averages these scores to get an engagement score, per employee.
  3. Each employee's engagement score converts to an NPS grouping. Example: If an employee's average to the 4 questions is 7, the employee contributes to the % of
    Passives
    .
  4. Subtract the % of
    Detractors
     from the % of
    Promoters
     to get the final eNPS score. Example: 40% Promoters - 17% Detractors = 23.

Considerations

Although the average mode scale is zero to 10 and NPS scale is -100 to 100, it's not possible to convert 1 score to the other. NPS calculations disregard Passive scores (7-8's), and only use the percentages to calculate the score. Due to the difference in methodologies, a driver might be below benchmark in NPS mode, and above benchmark in average mode, or the other way around. The dashboard determines focus areas in the mode that you select in
Data Settings
.
The strength of eNPS is its strong prediction of behaviors. Avoid focusing on the methodology in communications, to avoid employees scoring the questions according to the definitions, rather than their true sentiment. NPS aims to explain the already obtained results, and shouldn't dictate employee scoring behavior. Falsely improving the score invalidates the usefulness of the data. Instead focus on improving the focus areas for each manager or team.