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The Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction.
It’s also a fantastic benchmarking score to measure workforce engagement
Here’s how you can frame the question…
"On a scale of 0-10, how likely would you recommend {Company name} as an organization you are proud to work for?"
Based on their response, respondents are classified into three categories:
· Promoters (score 9-10): These are engaged employees who are highly satisfied with their employment conditions and the organizational culture.
· Passives (score 7-8): These employees are somewhat satisfied but not overly enthusiastic.
· Detractors (score 0-6): These are dissatisfied employees who are not engaged, and/ or approving of the organizational culture.
To calculate the Net Promoter Score, follow these steps:
· Collect Responses: First, you need to collect responses from your employees. Ask them the NPS question.
· Categorize Respondents: Categorize the respondents into Promoters, Passives, and Detractors based on their scores.
· Calculate the NPS: Subtract the percentage of Detractors from the percentage of Promoters to get the NPS score.
NPS scores can range from -100 (if everyone is a Detractor) to +100 (if everyone is a Promoter). A positive NPS indicates that you have more promoters than detractors, while a negative NPS suggests the opposite.
Here's an example:
You survey 200 employees. Based on their responses, you find that:
· 100 employees are Promoters (score 9-10)
· 50 employees are Passives (score 7-8)
· 50 employees are Detractors (score 0-6)
To calculate the NPS:
NPS = (100/200 * 100) - (50/200 * 100) = (50%) - (25%) = 25
So, your NPS score is 25, which indicates that you have a positive NPS and a generally satisfied workforce.
Remember that NPS is a simple but powerful tool for assessing engagement and identifying areas for improvement. It's often used in conjunction with other feedback and performance metrics for a more comprehensive understanding of workforce engagement.
I’m building a comprehensive library of employee engagement survey questions, please share your favourite questions and engagement metric…