Most employers understand the benefit of knowing if their employees are happy, miserable, or somewhere in between. This information can help leaders address problems and make changes that increase workplace satisfaction and reduce turnover.
But, sometimes, it’s challenging to get team members to give up their true, unvarnished opinions about their jobs and the company’s direction.
Employee Net Promoter Score (eNPS) surveys offer valuable insights into overall job satisfaction and engagement. However, sending out an eNPS thoughtfully maximizes the chances that the feedback you receive is accurate, actionable, and meaningful.
What Are eNPS Surveys?
eNPS surveys are based on the concept of the Net Promoter Score (NPS) used to gauge customer loyalty. eNPS surveys ask employees a straightforward question. Employees respond using a scale, typically from 0 to 10, where 0 means “not at all likely” and 10 means “extremely likely.”
The responses are then grouped into three categories:
- Promoters (9-10). Highly satisfied. These employees are likely to speak positively about the company and its culture.
- Passives (7-8). Generally satisfied but could be easily swayed by better opportunities somewhere else.
- Detractors (0-6). Dissatisfied and may share negative opinions about their experiences, potentially harming the company’s reputation.
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Benefits of eNPS Surveys
Companies can expect valuable benefits from using these surveys (when they’re used correctly).
- Produces quick, simple feedback. eNPS surveys are easy to administer and typically only have a few questions. Simplicity encourages higher participation rates, giving leaders more representative feedback.
- Identifies areas for improvement. By analyzing the responses, companies can proactively pinpoint pain points where employees feel improvements are needed.
- Fosters a culture of feedback. By consistently seeking input, companies show that they value feedback. This validation makes employees more comfortable sharing their thoughts through surveys and in everyday interactions.
- Monitors trends over time. Regularly conducting eNPS surveys lets companies track changes in employee sentiment over time. (Don’t worry, your employees are NOT over-surveyed). This helps measure the impact of changes and ensure that employee engagement strategies are effective.
10 Tips for Sending eNPS Surveys
Using eNPS surveys to gauge employee sentiment can be an effective part of creating a strong company culture and building an engaged workforce. However, the surveys need to be written, administered, and reviewed mindfully to get the most accurate results. Be sure to follow these tips when you’re sending an eNPS survey.
Before the survey goes out:
1. Decide on the survey’s goal.
Clearly define the purpose behind the survey. Thinking about the desired result will guide every aspect, from how you ask the questions to how you interpret the results. Are you aiming to understand overall job satisfaction? Gauging the impact of recent changes? Identifying areas for improvement? A clear goal helps you ask the right follow-up questions and interpret the results in a way that aligns with your objectives.
2. Keep the survey short.
One of the key advantages of eNPS surveys is their simplicity. Too many questions can lead to question fatigue, and you’ll lose participants. Typically, one or two questions (How likely are you to recommend our company as a place to work?) with a comment box is enough.
By keeping the survey to just one or two questions, you make it easier for employees to participate, even during busy periods.
3. Strategically time the surveys.
Timing is everything. Don’t send surveys during high-stress periods like the middle of a big project, when the company is short-staffed, or at the end of the quarter. You won’t get high participation rates. Plus, the responses may be colored more by temporary stress than true sentiment. Choose a time when staff are more likely to have the time to answer the survey objectively.
When the survey goes out:
4. Clearly communicate the purpose.
Surveys should never exist in a vacuum. Explain why you’re conducting the survey and how you’ll use the feedback to improve the workplace. When employees understand the survey’s purpose, they’re more likely to see the value in participating and providing thoughtful, honest responses. Transparency about your intentions helps to build trust, showing employees that their opinions are truly valued and that their feedback can lead to meaningful changes within the organization.
Be upfront about how their input will be used. Is it to inform new initiatives? Refine existing processes? Openness helps employees feel like they are contributing to shaping their workplace, which can increase enthusiasm for the survey process.
5. Ensure anonymity.
If employees get even a whiff that their answers will be tied to them, they may not respond truthfully (or at all).
Honest answers are especially important for uncovering hidden issues that might otherwise go unnoticed and identifying areas where meaningful improvements can be made. That’s why it’s an absolute necessity to guarantee anonymity with these surveys.
Clearly communicate how anonymity is maintained, whether it’s through third-party survey tools, data encryption, or internal protocols that ensure responses are mixed together before they are reviewed. Transparency about these measures reassures employees that their identity is protected.
6. Ask for comments.
While the core eNPS question provides a quick and easy way to measure overall employee opinions, it doesn’t reveal the specific reasons behind the ratings. An open-ended, optional comment box allows employees to explain their scores.
For example, if an employee gives a low rating, their comment might highlight specific frustrations, such as a lack of career growth opportunities, concerns about management communication, or dissatisfaction with recent changes in company policies. On the other hand, high scores often come with praise for aspects like a strong team culture, excellent benefits, or supportive leadership.
By asking for comments, companies can gain a richer understanding of what’s driving employee satisfaction or dissatisfaction, which allows for more targeted actions.
After the survey goes out:
7. Translate the feedback.
Post-survey follow-up means sifting through the feedback to create actionable insights. Identify trends, key themes, and areas of concern or satisfaction. Look for common threads in the comments to understand the root causes behind the ratings. Analyzing feedback effectively ensures that the survey results lead to meaningful changes, showing employees that their input directly influences improvements in the workplace. This analysis helps build a clear action plan.
8. Inform managers of the results.
Provide managers with a clear understanding of the survey findings, highlighting specific strengths and areas needing improvement. Offer guidance on discussing the results with their teams. Encourage open dialogue about potential solutions. This helps managers take ownership of the feedback and work collaboratively with their teams to implement changes. If managers handle the survey results well, they help extend the feedback loop beyond the survey and foster responsiveness throughout the organization.
9. Share the feedback.
According to a recent study by The Top Workplaces Research Lab, only 66% shared the results with front-line employees. Shame! Employees are more likely to engage in future surveys when they see their responses lead to real change.
After analyzing your results, communicate the biggest findings back to the team. Highlight the positive aspects and areas for improvement. Clearly outline the actions that will be taken based on their feedback, even if some concerns can’t be immediately addressed. Acknowledge those challenges and share plans for future consideration.
10. Use the feedback!
Close the loop by using the eNPS survey results to drive real change within your organization. The data is priceless for making informed decisions about workplace culture, engagement strategies, employee recognition programs, and professional development opportunities. Using the feedback shows a genuine commitment to employee well-being and company culture.
Continuously Improve Your Organization with eNPS Surveys
eNPS surveys can provide powerful insights into the health of your workplace culture and help you make data-driven improvements. However, you must thoughtfully set your goal, create your survey, distribute it at the right time, and properly translate and use the results.
Creating a survey process that encourages high participation and honest responses can drive far-reaching positive change. When employees see that their feedback leads to real actions, they’ll feel more valued and engaged. It’s a win-win for everyone!
