Net Promoter Score für Mitarbeiter
The employee net promoter score (eNPS) is a metric used to measure employee loyalty and satisfaction within an organization. It is based on the Net Promoter Score (NPS) system developed by Bain & Company, Satmetrix Systems, Inc., and Fred Reichheld, which originally gauged customer loyalty.
Like NPS, eNPS consists of a single question asking employees to rate, on a scale from zero to ten, how likely they are to recommend the organization as a workplace. The system then categorizes the ratings into three groups: promoters (those who rate 9-10), passives or neutrals (those who rate 7-8), and detractors (those who rate 0-6).
What is employee net promoter score?
Employee Net Promoter Score (eNPS) is a simple way to measure how likely your employees are to recommend your company as a place to work. It reflects their overall satisfaction and loyalty.
- Based on one question: “How likely are you to recommend this company to a friend or colleague?”
- Responses are given on a scale from 0 to 10
- Employees are categorized as Promoters (9–10), Passives (7–8), or Detractors (0–6)
- The score is calculated by subtracting the percentage of Detractors from the percentage of Promoters
eNPS helps companies understand employee sentiment and improve engagement and retention strategies.
What are the benefits of employee net promoter score?
The Employee Net Promoter Score (eNPS) offers a simple yet powerful way to measure how employees feel about their workplace. It helps organizations act quickly on feedback, improve retention, and build a stronger culture through continuous listening.
- Offers a single, easy-to-track metric to understand overall employee satisfaction and loyalty
- Brings attention to dissatisfaction, disengagement, or team challenges before they affect productivity or retention
- Encourages openness and dialogue between employees and leadership through structured check-ins
- Helps HR teams make informed decisions based on real-time employee feedback
- Keeps top performers engaged by showing that their opinions matter
- Reduces turnover and hiring costs by improving employee experience
- Enables ongoing refinement of policies, communication, and company culture based on actual employee insights
What is a good employee net promoter score?
A good Employee Net Promoter Score (eNPS) reflects high employee satisfaction and loyalty. While the ideal score varies by industry, a positive score generally indicates healthy engagement.
- +10 to +30 is considered good
- +30 to +50 is very good
- 50+ indicates excellent loyalty
How to improve employee net promoter score?
Improving eNPS starts with listening to employees and acting on their feedback. Creating a culture of trust and recognition plays a big role.
- Conduct regular eNPS surveys
- Act on feedback transparently
- Offer career growth opportunities
- Improve communication and recognition
What are the challenges in implementing an employee net promoter system?
While eNPS is easy to set up, ensuring effectiveness comes with hurdles such as trust gaps and lack of follow-through.
- Lack of honest feedback due to fear
- Misinterpretation of scores or feedback
- Failure to act on survey insights
- Infrequent or inconsistent measurement
How to calculate employee net promoter score?
eNPS is calculated using a single-question survey. You subtract the percentage of detractors from promoters to get the score.
- Promoters: score 9–10
- Passives: score 7–8
- Detractors: score 0–6
- eNPS = % Promoters: % Detractors
What are the best employee net promoter score questions?
The best questions are simple, open-ended, and aimed at gathering both quantitative and qualitative insights.
- “How likely are you to recommend this company as a workplace?”
- “What’s the main reason for your score?”
- “What can we do to improve your experience?”
How to set an employee net promoter score benchmark?
Benchmarks help measure progress over time. You can set internal benchmarks or compare with industry standards.
- Use past eNPS results as a baseline
- Benchmark against similar companies
- Adjust goals as culture evolves
Umfragen zum Puls der Mitarbeiter:
Es handelt sich um kurze Umfragen, die häufig verschickt werden können, um schnell zu erfahren, was Ihre Mitarbeiter über ein Thema denken. Die Umfrage umfasst weniger Fragen (nicht mehr als 10), um die Informationen schnell zu erhalten. Sie können in regelmäßigen Abständen durchgeführt werden (monatlich/wöchentlich/vierteljährlich).
Treffen unter vier Augen:
Regelmäßige, einstündige Treffen für ein informelles Gespräch mit jedem Teammitglied sind eine hervorragende Möglichkeit, ein echtes Gefühl dafür zu bekommen, was mit ihnen passiert. Da es sich um ein sicheres und privates Gespräch handelt, können Sie so mehr Details über ein Problem erfahren.
eNPS:
Der eNPS (Employee Net Promoter Score) ist eine der einfachsten, aber effektivsten Methoden, um die Meinung Ihrer Mitarbeiter über Ihr Unternehmen zu ermitteln. Er enthält eine interessante Frage, die die Loyalität misst. Ein Beispiel für eNPS-Fragen sind: Wie wahrscheinlich ist es, dass Sie unser Unternehmen weiter empfehlen? Die Mitarbeiter beantworten die eNPS-Umfrage auf einer Skala von 1 bis 10, wobei 10 bedeutet, dass sie das Unternehmen mit hoher Wahrscheinlichkeit weiterempfehlen würden, und 1 bedeutet, dass sie es mit hoher Wahrscheinlichkeit nicht weiterempfehlen würden.
Anhand der Antworten können die Arbeitnehmer in drei verschiedene Kategorien eingeteilt werden:
- Projektträger
Mitarbeiter, die positiv geantwortet oder zugestimmt haben. - Kritiker
Mitarbeiter, die sich negativ geäußert haben oder nicht einverstanden waren. - Passive
Mitarbeiter, die sich bei ihren Antworten neutral verhalten haben.
How to measure employee net promoter score?
Measuring eNPS involves asking the right question, collecting responses, and analyzing results regularly.
- Use a 0–10 scale survey
- Keep responses anonymous
- Collect open-ended feedback
- Track changes over time
What are the key differences between NPS and eNPS?
While both NPS (Net Promoter Score) and eNPS (Employee Net Promoter Score) use the same scoring method, they serve different purposes. NPS focuses on customer loyalty, whereas eNPS measures employee satisfaction and engagement. Understanding the distinction helps organizations take the right actions for both audiences.
- Audience: NPS targets customers to assess brand loyalty, while eNPS focuses on employees to gauge workplace satisfaction.
- Purpose: NPS helps businesses understand customer retention and brand perception; eNPS helps improve internal culture and employee retention.
- Question Format: NPS asks, “How likely are you to recommend our product/service?” while eNPS asks, “How likely are you to recommend this company as a workplace?”
- Application: NPS is used in marketing and customer success strategies; eNPS is used in HR, employee engagement, and organizational development.
- Impact Area: NPS drives customer experience improvements, while eNPS drives employee experience and workplace culture enhancements.
.png)
.png)
.png)
