What is a Good Employee Net Promoter Score?

group of employees arm in arm

Employee engagement must be a priority for all businesses. After all, your workers are the most prominent influencer’s of your success. Unless they feel meaningfully connected to your company, your workers aren’t likely to contribute the full extent of their skills, perspectives, or potentially innovative ideas. 

There are various ways to assess employee engagement. One of the most popular over the last couple of decades is the employee net promoter score (eNPS). This was largely influenced by the Net Promoter Score (NPS), which was designed to establish how likely customers are to recommend a brand. The eNPS is intended to establish the same with respect to employees and their employers.

But what is a good employee net promoter score? Let’s take a look at this concept and related aspects you need to understand.

The Simple Answer

The most simple answer to the question of what is a good employee net promoter score is you could aim for somewhere between 10 and 40. Any score over 50 is considered to be an excellent eNPS. If your score is lower than 10, you may have some significant employee disengagement in your organization.

Yet, unless you already have a lot of knowledge around the eNPS, these are just numbers. Knowing what makes a good eNPS is not especially useful to you without context. You need to also understand why these are good scores, what contributes to the best scores, and what you can do to improve yours.

What is an Employee Net Promoter Score?

An employee net promoter score is a measure of how satisfied your workforce is. Specifically, this is focused on whether they are strong advocates of your employer brand and consider the company to be a good place to work. It’s not an especially detailed process. Rather, it was designed to help companies to get a quick overview of staff opinions of the workplace.

There are two questions employees are asked in their eNPS survey. The first is a simple rating from 1 to 10 about how likely they are to recommend the company as a good place to work. The second question is qualitative in nature, providing open-ended space to further explain why they assigned their score to the company.

The result is an assessment of what your workers’ general opinion of your company as an employer is. It’s a net promoter score because it tells you whether they would “promote” you to others. While this is a limited amount of information to gain, it is nonetheless important. It can be an indicator of growing worker disengagement in your organization. The likelihood of current workers recommending your business to others might influence the quality of candidates you gain for vacancies in the future. Not to mention that what your workers say about your business to others affects your reputation.

How is eNPS Calculated?

Given that there are only 2 questions in the employee net promoter score, how is it calculated? It begins with the responses from your workers being assigned one of three characteristics. If your workers rate their likelihood of recommending your company as a 9 or 10, they’re considered to be a Promoter. If they marked a 7 or 8, they’re allocated to the category of Neutral. Anything 6 or below, your employee is a Detractor. 

These characteristics essentially mean the following: 

Promoters

They’re very satisfied with your company as a place to work. They’ll almost certainly recommend you to others.

Neutrals

They’re generally satisfied with your organization as an employer. However, there may be room for improvement and these employees may be at risk of disengagement.

Detractors

Detractors are largely unhappy with your business as an employer. The extent of their disengagement will depend on their score. In worst case scenarios, they’re actively disconnecting from your business and potentially speaking about their negative experiences to others.

The next step is to establish what percentage of total respondents were Promoters and which were Detractors. The percentage of Detractors is then subtracted from that of the Promoters. This provides you with the final eNPS. The possible range is -100 to 100.

How Can You Improve Your eNPS?

As we established earlier, the eNPS is intended to be a quick overview. You should utilize it as a way to regularly understand what the feeling is likely to be among your workforce. However, this is far from the last step. The real work begins in improving your eNPS. This isn’t just because you want to hit a higher score next time, but because it represents strengthening your engagement and culture. Even if you have a good employee net promoter score, there are still likely to be areas for improvement.

Some key next steps here could include: 

Survey Further

One of the downsides of eNPS surveys is that they give you very little detailed information to act on. You may get a little extra data from the second qualitative question on the survey, but you’re unlikely to get much more than a few basics. As such, it can be important to follow up with full employee engagement surveys or pulse surveys that explore specific areas of further inquiry. This can both help to highlight where you need to focus your improvement efforts and also demonstrate to your workers that you value their opinions on making your organization a more supportive environment.

Improve Conditions

In general, when you have a high number of Detractors, this is likely to be an indicator that conditions in your workplace are generally not a great space for employees. As such, alongside the more targeted improvements from your follow-up surveys, you should aim to improve conditions in general. Review your salary and benefits program to establish how you can better support your workers. Establish whether there are ways you can offer more flexible options through remote or hybrid operations. Even atmospheric elements like reducing noise pollution and improving comfort can make a difference.

Bolster the Culture

Another important area for improvement may be your company culture. Often, when workers start to become disengaged, this is because they find they no longer mesh with the cultural elements. This may be the result of lax diversity and inclusion policies. There might be toxic instances of competitiveness or cliques. You might not be effectively recognizing your workers’ achievements. It’s worth regularly assessing and improving the culture of your business in line with your workers’ needs.

Prioritize Development

One of the common reasons workers aren’t willing to promote a business as an employer is because there are limited paths to progression. If employees don’t feel as though you’re investing in them and their careers, there’s little reason to keep engaging with you. As such, it’s vital to look at how you can strengthen your employee development program. This may include subsidizing education or identifying mentorship options. Importantly, every employee in the company must be provided with equal opportunities to grow with the business and thrive.

Wrapping Up

Anything over 10 is considered to be a good employee net promoter score. However, it’s not just important to know what score you should be aiming for. You also need to understand what the key influencers of higher employee engagement are. It is vital to take the time to dive deeper and explore the details of how connected your workers are to your business and make meaningful improvements. This approach not only ensures a higher eNPS, but it also makes a sustainable positive impact on your workforce.