Categories
ENPS

Turning eNPS Passives Employees Into Promotors

employee net promoter score passives

employee Net Promoter Score - turning passive employees into promoters

For eNPS (employee Net Promoter Score) to work effectively it needs to ignore passive employees. But while it is the promoters and detractors that generate the employee Net Promoter Score, it is actually your passive employees that hold the greatest potential. Before I explain why, let’s remind ourselves how someone becomes a ‘passive’ employee.

How the eNPS calculation works

The employee Net Promoter Score (eNPS) is a measure of how likely your employees are to recommend your company as a place to work. Employees are asked one question and answer that question on a scale of 0-10. Those who provide a score of 0-6 are classified as ‘detractors’, those who choose 9 or 10 are ‘promoters’ and those who opt for 7 or 8 are known as ‘passives’. To calculate the eNPS score passives are ignored and the percentage of detractors are subtracted from the percentage of promoters.

While this calculation is extremely effective at benchmarking employee loyalty, running an eNPS survey gives you so much more than just a score. It gives you an opportunity to start exploring the reasons behind these scores.

Life after an eNPS survey

Once you have completed an eNPS survey you will want to explore the reasons behind the scores. For example, if you have a high percentage of detractors you will need to quickly delve into the reasons so that you can take remedial action. Likewise, you will want to learn more about the positivity of promoters so that you can encourage that further. While follow-up approaches for these two groups will need to be carefully considered, they are relatively straightforward. You want to know the reasons for the negativity and the reasons for the positivity. Passives however are much more complex and because of this complexity, they are often overlooked.

What a passive employee could be thinking

‘Passives’ are on the fence. They have a relatively neutral opinion of your company. But the reasons for the neutrality could be vast:

  • They may like your company but had a recent negative experience that is holding them back.
  • They may be negative about your company, but their morals or fear of being reprimanded may have prevented them from pressing the score they really wanted to select!
  • They may just be a reserved character who doesn’t naturally have strong opinions either way.
  • They may not trust the anonymity of the eNPS survey.
  • They may simply be moderately happy at work.

This list could go on an on and as you can see, the reasons for a passive falling into this category are vast. But one thing that is certain – passives hold significant opportunity. They act as a bridge between detractors and promoters. If you can understand their decision to score a 7 or 8 you have an opportunity to convert them. And this conversion will be far quicker than those who are detractors. You also have an opportunity to prevent them from becoming a detractor, or from seeking employment elsewhere.

How to motivate passive employees

Whether through further employee surveys, focus groups or one to one conversations, you need to delve deeper into the minds of your passive employees.

Hot tip: With the follow up questions ensure there is no room for neutrality. You need to ask a question that will give a definitive answer. For example, ask “What single thing can we do to increase the likelihood of you recommending our company as a place to work?” rather than asking “Is there anything we can do to improve your experience at work?”. By being much more direct in your questioning, you will get more valuable answers.

When you know more about the reasons it will be time to make changes. For this to be effective you will of course need buy-in from your leadership team. In fact, they need to be onboard before you even embark on your eNPS survey. Without them understanding the benefit or purpose, you will struggle to follow through on any of the points your employees raise. And that is a guaranteed way of disengaging your employees!

The next step is to communicate. Not just the actions you have taken in response to the survey, but the survey results themselves. Transparency will earn respect and trust, particularly within a group of people who may typically be more reserved.

Finally, you may also want to reflect on your company culture. Particularly if you have a large percentage of passives. There could be many underlying factors that are preventing passives from becoming promoters. The little things that just niggle away at people. For example, an expectation to work longer hours or a disparity between team recognition. Even if these are just perceived scenarios, they will have a negative impact. Addressing these blockers and communicating that they have been addressed, will really help your passive employees view your company more positively.

Converting passive employees with the right software

If you would like to discover how our employee survey tools can help you run effective eNPS surveys and gather deeper follow-up insight have a look at our eNPS page and employee survey page for more information.

author-rachel-stidworthy

Rachel Stidworthy

Marketing Manager

I have over 15 years marketing experience in the B2B sector and have always been heavily involved in internal communication and employee engagement. I firmly believe that with the right engagement strategy in place, an organisation can achieve so much more.

Categories
ENPS

A Guide to employee Net Promoter Score (eNPS)

guide to eNPS

A guide to employee Net Promoter Score (eNPS)

We have long measured customer loyalty, but many organisations are now recognising the importance of also measuring employee loyalty. Organisations that are armed with their employee Net Promoter Score (eNPS) are better positioned to retain talent and maximise productivity. This guide explains why.

What is employee Net Promoter Score (eNPS)?

Employee Net Promoter Score (eNPS) is a measure of how likely your employees are to recommend your company as a place to work. It is based on the Net Promoter Score (NPS) measure associated with customer satisfaction surveys, and asks just one question – “How likely are you to recommend our company as a place of work?”

The reasons eNPS is effective

What makes employee Net Promoter Score effective is that you can work out your score with just one question. This simplicity benefits both those creating the survey and the employees because they can contribute quickly and easily. Once you know your score you can then take the right steps to improve or maintain how satisfied your employees are.

How is eNPS measured?

Your employees respond by stating their likelihood to recommend your company on a scale of 0-10. That score is then categorised as Promoter, Passive or Detractor.

Detractor (0-6)

They are not particularly satisfied with you or their work and could spread negativity towards the company.

Passive (7-8)

Generally happy with the company but would be receptive to offers from other employers.

Promoter (9-10)

They are loyal and like working for your company. Actively promoting the business through word of mouth.

To calculate an eNPS score the passive scores are disregarded. It is simply the percentage of promoters minus the percentage of detractors.

%PROMOTERS

minus

%DETRACTORS

equals

YOUR ENPS

Here’s an example; company X sends an employee net promoter score survey to its 1,000 employees and gets the following response:

200 (20%) were Detractors

450 (45%) were Passives

350 (35%) were Promoters

35% -20% = an eNPS score of 15

What is a good eNPS score?

An eNPS can range between -100 to 100. A score above zero is widely considered as acceptable. But a good employee net promoter score typically ranges between 10–30 and anything above that figure suggest a very loyal, happy, and driven workforce.

eNPS benchmarks by industry

While it is always interesting to compare your eNPS with other organisations, there is little value in doing so. There are so many variables that could influence an eNPS – size of organisation, age, location, culture – the comparison is likely to just leave you with questions.

Instead, we recommend to our clients that they benchmark against their own data. This direct comparison keeps you focused on your employees and helps you establish how to make improvements.

How often should an eNPS survey be completed?

While a consistent cadence is important, the most important factor is how you respond to the results. For an organisation with good engagement, open channels of communication and the processes in place to effectively react, our recommendation is to run an eNPS every quarter. This takes a consistent temperature check and enables you to react quickly to any fluctuations.

But one size does not fit all. Before you embark on quarterly eNPS surveys it is important to consider all factors. How engaged are your employees? How likely are they to respond? Do you have the right internal communication channels in place to involve everybody? How quickly can you and your colleagues react to the results?

The latter point is perhaps the most critical. If you cannot analyse and respond to the results within a 3-month window expand your timescales. Your employees must feel as though the employee Net Promoter Score is being used for them to continually want to be involved.

How to improve your eNPS score

Measuring your eNPS is just the start. In essence, it is a signal of how much work you have to do and how quickly! No matter what your score, we recommend you undergo the following four steps so that your eNPS survey successfully contributes to your employee engagement strategy.

1. Explore

Wherever your score lies, initiate further tactics to explore the reasons behind that score. You could carry out a deeper survey, hold face-to-face conversations or send further pulse surveys. This also gives you an opportunity to quiz the passive employees to understand what is making them ‘sit on the fence’. What you ask will depend on your eNPS results but these follow-up questions are commonly used:

  • What is one thing we could do to improve your score?
  • What is stopping you from referring friends to the company?
  • Describe what you enjoy about working here?

At this stage you want to ask open ended questions that will give you thorough insight. Avoid yes/no questions such as “Do you see yourself working here in 5 years?” because they just won’t give you the information you need to evolve your engagement strategy.

2. Communicate

Keep your employees informed at every stage to help them feel part of the process. Once the initial eNPS survey is completed let everyone know the results and the next steps. Likewise, when you complete the follow-up investigations, explain the reasons for the survey and the results. This is easy to overlook, particularly if the results are not as good as you hoped, but honest and transparent communications are critical. They not only evidence the organisation’s commitment to employee satisfaction but also encourage employees to take part in future initiatives.

3. Act

Perhaps the most important aspect of the process. Employees will quickly disengage if they do not see actions being implemented following their input. No matter how big or small, ensure the actions are effectively carried out. Some actions will take time to implement so it is always worth reminding your employees why you are doing what you are doing. Simple statements such as “you told us this, so we are doing this”, all help to reaffirm that there is value in participating in employee surveys.

4. Repeat

Keep the cycle going. Once you have decided the cadence of your employee Net Promoter Score be consistent, not just with the timing of the survey but also with all the actions above. The more familiar and routine the process becomes, the more natural and effective your eNPS surveys will be.

The most important aspect to remember with your eNPS

The employee Net Promoter Score is an extremely valuable tool to measure employee loyalty but, it should always be a contributor towards a wider employee engagement strategy. By combining the eNPS with more detailed surveys and other employee engagement tactics you will have a very solid picture of how to better engage your employees.

At VRAMP we recognise the value of this combined effort which is why our eNPS survey software sits side-by-side against other survey tools and internal communication channels. This gives our clients all the tools and data they need within a single system for fast, effective employee communication and engagement. If you would like to discover more about how VRAMP can help you measure and bring eNPS into your engagement strategy, contact us today.

daniel wright

Daniel Wright

Marketing Assistant

Driven to learn and better myself physically, mentally and professionally.