eNPS: What It Is and How You Can Use It in Your Organization

What Is Employee Net Promoter Score?

Employee Net Promoter Score (eNPS) measures employee engagement and their satisfaction with the organization and its culture.

In practice, eNPS is a survey that presents the following question: How likely are you to recommend the organization / company as a workplace?

 The response is given on a scale from 0 to 10, where

• those who give score 0-6 is a detractors (unsatisfied)
• 7-8 passives, and
• 9-10 promoters.

The final result is calculated by subtracting the percentage of detractors from the percentage of promoters. This gives a number between -100 and 100.

In addition to the rating, the same survey can present an open question to collect more information.

This helps with learning more about the employees’ opinions, but also enables the collection of positive feedback that can be utilized in employer branding.

What Is a Good eNPS result?

If 50% of your employees are promoters and 50% are detractors, your score would be 0.

Everything above that is already positive, and means that you have more satisfied employees than unsatisfied employees.

A good result, however, depends on your goals. Not a single company wants to have unhappy employees, even if it was a small number.

At Trustmary, we consider a result over 70 eNPS points a good result.

Trustmary’s eNPS measured from 2019 to 2022 is 76 in total. There have been over 400 responses over the years. A few have been passive or unsatisfied, but the vast majority have been promoters.

Sometimes the result can ebb and flow. For example, in April 2022 it was 93.

It would be important to have as many employees as possible to answer the survey. The most accurate image would be formed when all employees respond.

Trustmary’s response rate has typically been around 50%.

ENPS Benchmarks from 2024

Want to know how your result stacks up to other companies in your industry?

Below we list some industry-specific eNPS averages from 2024.

Why Should I Measure eNPS?

Here are four reasons why every employer should regularly measure employee net promoter score.

1. Recognize Development Targets

Surveys can reveal things that have previously gone unnoticed.

They help you recognize what kind of development targets there are in the organization. Especially in growing companies, it is extremely important to continuously follow how employees feel in the middle of constant change.

This allows you to tackle issues before they escalate to bigger problems.

2. You Know What Your Employees Really Think

A survey that you get each and every month via email, and which allows you to leave anonymous feedback, is an easy way to pour out your true feelings.

Without this arrangement, the employees would have to proactively bring feedback to the management’s attention. There is a much higher threshold to do that, and the management could remain oblivious to employees' feelings altogether.

On the other hand, without feedback surveys you can’t get the positive feedback (=testimonials) either.

3. Easy Way to Engage Employees

Positive feedback and sharing it internally enhances solidarity and a community spirit. And that shows externally!

Additionally, sharing employees’ honest feedback externally sets realistic expectations for new candidates. When the expectations and reality meet during employment, the new employee also feels more committed to the team.

4. Utilize in Marketing and Recruitment

Like mentioned above, you should include an additional open question to your eNPS-survey. The employees have a chance to elaborate on why they have chosen a particular score.

In addition to feedback, the question offers a possibility to collect authentic public testimonials that can be used on the company’s website and social media.

Trustmary’s testimonial software enables a submission of written as well as video testimonials.

The hard data can also be utilized in employer branding, much like customer satisfaction is advertised for future customers.

Pro tip: communicate to your employees how valuable their testimonials are. This way you can get as many people as possible to submit public feedback.

How to Start Measuring eNPS with Trustmary: 7 Steps

Now that you know the reasons, let’s get started.

This guide tells you how to create your own automatic Employee Net Promoter Score survey.

1. Sign in to Trustmary

If you aren’t a Trustmary user yet, start a free trial or book a meeting, so we can get it sorted for you!

Navigate to app.trustmary.com.

Sign in with your email address. You will be sent a one-time password that lets you enter the app.

2. Create a New Survey

Find the Surveys tab on the left navigation bar.

Here you will see all surveys you have created.

To create a survey, click on the Create survey button above the list on the right. In the following modal, click Create a custom survey.

Here you can select a template which suits your use case.

3. Edit the Survey (optional)

Now you can edit the layout, questions, and rules of the survey.

You can also use the satisfaction survey template without any changes. It is a well-functioning survey that lets you collect feedback and testimonials.

The logic of the template:

• First question is the NPS question, which is answered by clicking on a number. 
• The second question is an open question that allows open feedback.
• Third pade is the testimonial request and it only opens for those participants that have given a NPS 7-10. Here they can decide if they want to leave a public comment.
• The last page is a thank you -page, that should be personalized for your organization. 

Pro tip: if you want to get both written and video testimonials, do this. Go to the testimonial request question, put your mouse over it, click Edit, and tick the box “Ask to record a video after text comment”.

4. Send the Survey

Once the survey is complete, you can share it with your employees with various methods:

1. Email: send email to an email list or individual employee. You can also embed the first question to e.g. your email signature.
2. Link: embed a link to your weekly newsletter.
3. QR-code: showcase the code at the workplace.
4. Embed on website: you can embed the survey on a web page, where anyone could access it anytime.

When sending the survey via email, you can select an existing contact list or import new contacts to the survey. We'll take a look at this option next.

5. Adding contacts

Once you have selected Email invitation as the share method, click on the Invite contacts button.

Here you can selecte a pre-existing list, import from a spreadsheet, or copy contacts over.

Once the contacts are imported, you can map contact fields for future use on the right (email is mapped automatically).

Then, click Confirm contacts, review the summary, and click Send survey.

6. Monitor the Responses and Use Them

You find the survey answers on the Results tab, which can be found above the survey editor view.

Examine the summary of results, the submitted reviews, individual responses, and individual respondents.

Learning how to present NPS results to relevant stakeholders can make a huge difference.

If the surveys reveal issues, don’t be afraid to tackle and fix them. 

Using the collected testimonials on your website is easy with our widgets. See ideas for using testimonials and instructions for using widgets.

Conclusion

Employee Net Promoter Score (eNPS) is a relative of the traditional NPS survey. Instead of customer loyalty, eNPS measures employee engagement and satisfaction. 

A regular eNPS survey for your employees should be implemented because: 

1. It helps you identify improvement targets in your organization.
2. You know what your employees think when they have a low threshold chance to give anonymous feedback.
3. It is an easy way to engage existing employees and improve the community spirit.
4. You can collect authentic public testimonials for marketing and recruitment purposes..

Trustmary is a tool for creating an automatic eNPS-survey, with which you can collect feedback and testimonials regularly. 

If you have already used NPS in customer satisfaction surveys, you already know the drill and can start measuring eNPS right away!

In case it is a new thing for you, book a meeting with us and let’s discuss the topic together.

Further Reading:

These resources help you learn more about NPS and employee testimonials:

• Employee Net Promoter Score (eNPS) – The New Employee Branding Trend
• Net Promoter Score: The Definitive Guide to NPS
• 5 Employee Testimonial Templates to Help You Recruit More
• Get Employee Video Testimonials Easily And Attract Top Talent

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