Employee Net Promoter Score (eNPS) questions are an excellent way for your organization to determine their engagement and motivation. Engagement is pivotal to your company’s success in several areas, including retention, productivity, and work quality. Surveys with the right eNPS questions measure how committed your employees are to the team. Before you design your next survey, here are some tips and examples to create the most effective eNPS questions.
What is eNPS?
eNPS questions are metrics used to measure various constructs of human behavior by your employees. Some examples include motivation, job satisfaction, loyalty, and willingness to recommend the company to others. When designing your eNPS survey questions, it’s essential to keep them concise, relevant, and straightforward. Ask questions that directly assess your employees’ engagement and motivation within the organization.
Different Types of eNPS Questions
It’s a good idea to include various questions in your eNPS survey. Here is a brief explanation of your different options.
Rating Scale
eNPS rating questions are generally a Likert scale rating system, with responses ranging from strongly disagree to strongly agree. This allows you to quantify your employees’ satisfaction or engagement level. You can also use a numerical scale, and they are usually constructed on scales of 0-5 or 0-10 to get measurable information about your employees. Example question using a rating scale: On a scale of 0-10, how likely are you to recommend our company as a great workplace? Rating scales are very common for eNPS surveys.
Open-Ended Questions
Open-ended questions are great if you are looking for qualitative data. You will get a more detailed explanation from your employees about their thoughts and feelings. Open-ended questions allow your employees to provide feedback in their own words, giving you valuable insights into their experiences and perspectives. Example open-ended question: What do you enjoy most about working at our company?
Yes or No Questions
Yes and no questions are great for gauging employee experience. It’s also the most accessible data to collect, since there are only two responses, and you can use open-ended questions to supplement yes and no questions. Example of yes or no question: Do you feel supported by your team members in this project?
Employee Net Promoter Score Scales
The responses from your employees can give them an ENPS score of 0-10, and they can be placed into three different categories.
Promoters (score 9 or 10)
Promoters are the most engaged in your organization. They contribute at a high level and speak positively about their experiences to others. These employees are also inspired by the company culture and go above and beyond to deliver exceptional work. Having a lot of promoters in your company makes it easier to attract and keep talent.
Passives score 7 or 8
Passives are challenging as they are not fully engaged but satisfied enough to keep pushing through. They are “going through the motions” and aren’t always negative, but they are not reaching their full potential. They are also considered neutral because they neither actively promote nor detract from the organization. Passives may not express strong loyalty or advocacy for the company, making them vulnerable to attrition. Organizations need to identify and engage with passive employees to understand their concerns and motivations, to move them toward becoming promoters.
Detractors score 0-6
Detractors are employees who are dissatisfied and potentially spreading negative views about the company. They are likely disengaged, unhappy with their work environment, or experiencing issues that hinder their productivity. Detractors can harm team morale and company culture if their concerns are not addressed promptly.
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eNPS Questions to Use in Your Next Survey
The right questions can help you drive your team to a new level, understanding the strengths and weaknesses. You can understand what’s going well and what areas need immediate attention. Here are some great questions to get you started.
1. How likely are you to recommend this company as a good place to work on a scale of 0-10?
This question is always a good starting point for your ENPS survey. If your employees are willing to recommend your company to family and friends, it strongly indicates their satisfaction and loyalty.
2. What is the main factor for your score?
This open-ended question is excellent for the follow-up to your initial one. It allows your employees to express their concerns and likes or dislikes.
3. What would make you give the company a higher score?
This is a fair, yet challenging question for employers to ask their people. You can get insight into employees’ most pressing issues with the company and what improvements they believe are necessary. It also shows that you value their opinions and are open to making changes based on their feedback.
4. Would you recommend our company to a friend or colleague as a place to work?
This is a fantastic open-ended question to follow up on the previous question. You can gain an understanding into your employees’ positive and negative experiences, and how you can make changes as necessary. Employees with favorable views of the organization are likely the most engaged and productive.
5. What do you like most about working here?
It’s a good idea not to always focus on the negative, as you will want to keep and enhance the things keeping your employees motivated. You can use these responses as a springboard to develop new methods to engage and retain your employees.
6. What do you like least about working here?
No leader of an organization wants to hear what is not going well, but it’s necessary for growth. By addressing areas of improvement and listening to feedback on what employees like least about working in the organization, leaders can identify opportunities for positive change. Creating an open and supportive environment where employees feel comfortable sharing their concerns and suggestions for improvement is crucial.
7. Do you feel supported by your manager and the organization?
A supportive work environment is needed for employees to thrive and be the best version of themself. You can get a good gauge of how your employees feel, and what you can do to help fill any missing gaps. Regular check-ins with employees to see how they are doing, promptly addressing any concerns, providing resources for professional development, and recognizing achievements are all critical ways leaders can demonstrate support. When employees feel heard, valued, and supported in their work environment, they are more likely to contribute positively towards the organization’s goals and overall success.
8. Why did you choose to work here?
You should always strive to have employees intrinsically motivated by your company’s goals and vision. If you have responses geared more towards extrinsic rewards or benefits, it may be a sign that employees are not fully aligned with the organization’s mission. By promoting a sense of purpose and meaning in the work environment, leaders can help employees feel more engaged and committed to their role within the company.
9. How Engaged are you at work on a scale of 0-10?
Engagement drives several factors of employee experience, including retention, performance, and productivity. A not ideal score will give you ideas on how to improve and increase employee engagement levels within your organization. Building a continuous feedback and recognition culture can also significantly keep employees engaged and motivated. Regularly seeking input from your team members and acknowledging their contributions can create a more positive work environment where employees feel valued and appreciated.
10. What would you like to see improved at this company?
Employees will respond with more sincerity if they realize companies are not perfect, and they are willing to adapt where needed. Your employees will be more engaged once they know challenges are being heard and, more importantly, action is being taken to correct them.
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Let’s Recap
Employee Net Promoter Score (eNPS) questions serve as indispensable tools for organizations striving to gauge employee engagement and motivation levels. By leveraging concise and relevant eNPS survey questions, companies can obtain valuable insights into various aspects of their workforce’s experiences and sentiments. Utilizing different types of questions, including rating scales, open-ended queries, and yes-or-no inquiries, offers a comprehensive understanding of employee perceptions.
Prioritizing employee engagement through thoughtful survey design and proactive response mechanisms not only enhances organizational performance but also reinforces the sense of belonging and loyalty among team members.
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