How it can help you
Employee NPS is a widely used metric amongst companies to understand the general level of employee satisfaction with their organization. It presents an alternate way to gauge satisfaction with a short survey that is easier to send out than a longer employee satisfaction survey. For this reason, it can be sent more frequently than a lengthy employee satisfaction survey that may result in survey fatigue if sent frequently.
How to interpret the results
Once the survey period is completed, all responders will be classified as Promoters/ Detractors or Neutral based on the score they input for how likely are they to recommend the organization.
Scores from 1-6 are considered detractors. They are unhappy and likely to have a negative overall impression of the company and may be actively searching for new employment.
Scores of 7-8 are considered neutral. They are neither unhappy or happy, but are probably not actively searching for new employment.
Scores of 9-10 are considered promoters. These employees are very happy with the organization and are not likely to accept new employment or search for it.
After classifying the scores into these buckets, the overall NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters. As per benchmarks:
Scores between 0-30 are considered to be good
Scores above 30 are considered to be excellent
Negative scores mean that there may be significant issues present in your organization that need to be addressed
These scores may seem low, however considering that neutrals are not factored into the score, a score above 30 is quite difficult to achieve.
Best practices
Review detractors comments and take action
As detractors are at highest risk of leaving the organization and may also reduce the morale of other employees, it is important to take action to address any legitimate concerns they have. Also share the actions that will be taken publicly to make them feel heard, and gain time to implement these actions
Don't ignore comments from neutrals
It is also important to see what feedback neutral responders provided, and action this to ensure they don't fall into the detractor bucket, and possibly get them into the promoters category. Even though they don't impact the score, they are still real employees with real requirements.
Show that you are listening and taking actions based on the responses:
The primary cause of survey fatigue (employees not wanting to complete surveys) - is the feeling that responses are being ignored. By sharing results and more importantly taking action related to survey results, you can maintain high engagement and achieve the purpose of the survey.
Share the purpose of the survey clearly:
Explain why you want this information and how it will be used to improve the employees work experience as part of the purpose text for the survey.
Consider the need for anonymity
Some employees only feel comfortable giving truthful feedback if they are allowed to be anonymous, especially if they are unhappy.