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What is Employee Net Promoter Score (eNPS)
What is Employee Net Promoter Score (eNPS)

Discover how to run weekly employee net promoter score surveys with Flowtrace.

Written by Petri Lehtonen
Updated over a week ago

Read this article and you will discover how Employee Net Promoter Score (eNPS) can be utilized. You will learn what eNPS is, the pros and cons with employee eNPS surveys and how Flowtrace applies eNPS surveys to your Slack workspace. This article is broken into five categories:

What are Employee Net Promoter Score (eNPS) surveys?

eNPS is a great way to understand the pulse of your business. As an employee experience metric, eNPS allows you to measure how loyal, aligned and engaged your employees are.

However eNPS is rarely the only metric used, if used in silo without other forms of surveys or feedback, the power of eNPS is somewhat diluted.

eNPS is based on the Net Promoter Score (NPS), which is a common metric used to measure customer loyalty.

Similar to NPS methodology, eNPS typically asks one simple question. Traditionally NPS is based on a 1-10 scale, we have adapted our eNPS scoring to a 1-5 scale:

On a scale of 1-5, how likely are you to recommend our company to friends and family?

By asking this question on a consistent basis you gain the knowledge of trends over time and can relate this to the context of your business, key initiatives, goals and objectives. eNPS score trends can be broken down into 3 groups:

  • 5: Promoters - Your employees are likely to be highly engaged and actively promoting your company.

  • 4: Passives - Your employees are likely to have neutral feelings towards the company and are potentially open to offers from other companies.

  • 1-3: Detractors - Your employees are likely to be disengaged and would not recommend the company.

Why should you consider using eNPS surveys?

Flowtrace surveys are easy to setup and use: The eNPS survey feature takes 2 minutes to activate, once activated surveys are delivered automatically at the time you set. eNPS survey by design are anonymous, eNPS scores are based on collective responders.

Consistency: No matter where your team works, our surveys are delivered once per week directly through Slack. We give employees choice to respond to surveys in an unobtrusive way. Through the Flowtrace web app you can measure trends in response rates.

Benchmark trends over time: eNPS is the perfect metric to measure and compare the changes in employee experience over varying periods of time.

Increase employee retention: Before you can improve employee experience you need to understand how your employees feel. eNPS is a simple way to identify any talent retention issues early.

Overcoming common employee survey challenges

You can expect fluctuations in your eNPS score, people will leave your business, objectives are missed, fund raising is prolonged, new people join, team managers change, clients are won and clients are lost; all of these aspects will effect your score.

This is why sentiment trends are so important, you can relate these to the context of your business and take necessary steps to improve your eNPS score where required.

Employee survey response rates are always low.
Flowtrace eNPS survey results are a combined company wide score, rather than individual scores (eNPS score breakdown by Teams is available through our paid plans). Through our approach by asking the survey question within Slack, response rates with Flowtrace surveys are higher than industry averages.

We don't have bandwidth to conduct analyse surveys on a regular basis.
Most employee surveys are only conducted once per year. This creates a long lag time for issues that may creep up and many good employees can leave because of those issues in-between the surveys. By having a weekly eNPS survey approach you maintain consistency and can take action to resolve issues quicker with nearly real-time insights based on your employees sentiment.

eNPS lacks depth: eNPS cannot tell you every detail for what is impacting employee experience how it could be improved. To gain deep insights you need to explore a specific area with additional surveys to gain the full picture.

eNPS doesn't give us answers: eNPS is a great snapshot of your employee and company perception. It can tell you roughly where you are, but not how you got there or how to move forward. To dig deeper, you’ll need to add other metrics.

How to turn on eNPS surveys in Flowtrace

Turning on eNPS surveys takes 2 minutes through the Flowtrace Web App:

  1. Activation - turn on surveys using the slider.

  2. Audience Configuration - you can choose who receives the weekly survey, from all users in your workspace or users who have been active for more than 1 day, 5 days or 10 days. You can also to send the survey to guests in your workspace.

  3. Enable - turn on eNPS surveys using the slider.

  4. Automate - Choose the best day and time to send out your survey on a weekly basis.

What will my employees receive via Slack?

Depending on the survey options you have enabled will depend on the questions your Slack users receive each week. All surveys are delivered to each individual directly in Slack.

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