What to consider? In principle, eNPS is suitable for any company: a small individual entrepreneur and a large holding. Only the survey organization will differ: in a small company, you can find out about the mood face-to-face, in a large enterprise it is easier to organize an online test.
In this article:
What is eNPS
Difference between eNPS and NPS
When to measure eNPS
What is eNPS used for?
Pitfalls of conducting an singapore business mailing list eNPS survey
How to Organize an eNPS Survey
How many people do you need to survey to get a real picture of loyalty?
How to calculate eNPS
Analysis of eNPS survey results
What eNPS score can be considered normal?
How to improve eNPS
When and how often to measure eNPS
Examples of using eNPS
Benefits of measuring eNPS
Frequently Asked Questions about eNPS
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What is eNPS
Employee Net Promoter Score (eNPS) is a method that allows companies to objectively measure the level of employee loyalty. Previously, this model was considered as a tool for analyzing the loyalty of customers to the organization. It was called NPS and was first presented by Freud Reichheld (an employee of the research center of the Bain & Company firm from the USA). The author spoke about this method in his material, which was published in 2003 in the Harvard Business Review.
What is eNPS
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Freud Reichheld came to the conclusion that conducting standard consumer surveys takes a lot of time and does not provide objective information for researchers. He decided that for companies operating in highly competitive areas, it would be enough to get an answer from customers to one question:
" Do you feel that you would be willing to recommend a particular company as an employer to your friends?"
To measure the willingness to make such a recommendation, Reichheld suggested using a ten-point scale (10 = “I would definitely recommend,” and 0 = “I would not recommend”).
After conducting the survey, a certain result will be obtained, demonstrating the level of loyalty. At the same time, such a method can indicate the presence of a problem with a low level of consumer trust, but does not reveal its essence and does not help to find the right solution.
To illustrate, we can imagine a situation where a doctor has measured a patient’s high temperature, but has absolutely no idea what caused this condition and what treatment should be prescribed.
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Difference between eNPS and NPS
NPS and eNPS are loyalty indices. These metrics have a lot in common, but NPS is used to measure consumer loyalty, and eNPS is used to measure employee loyalty.
The question is usually formulated as follows:
"Please rate how willing you are to recommend our product on a scale of 0 to 10, where 0 is 'not at all' and 10 is 'completely willing'."
There is an opinion that eNPS and NPS are interrelated metrics. For example, if employees are interested in their work and are satisfied with the company, this affects their interaction with customers. Such employees communicate more friendly and active, which can contribute to the formation of a positive attitude towards the product among others.
Difference between eNPS and NPS
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Moreover, eNPS is considered to be an index closely related to employee productivity. The more productive employees are, the better they can create a product and solve consumer problems faster. These factors, in turn, have a positive effect on NPS.
However, it is not possible to simply say that eNPS equals customer loyalty because there are many factors that influence a customer, and it is difficult to accurately determine how much each factor impacts the overall outcome.