Glossaire des termes relatifs à la gestion des ressources humaines et aux avantages sociaux des employés
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).
A good employee net promoter score can vary greatly depending on the industry, region, and company size. However, any positive eNPS is generally considered good as it indicates that you have more promoters than detractors. A negative eNPS, on the other hand, suggests room for improvement as it means you have more detractors than promoters.
The employee net promoter score (eNPS) is a valuable metric for assessing employee engagement and satisfaction. Improving the eNPS involves understanding the drivers for promoters and detractors and taking concrete steps to enhance the employee experience.
While eNPS can be a powerful tool for measuring employee engagement and loyalty, its implementation comes with several challenges:
1. Gaining buy-in and trust:
2. Designing the right questions:
3. Ensuring data accuracy and integrity:
4. Acting on feedback:
5. Overreliance on a single metric:
6. Cultural fit:
7. Frequency of surveys:
The ways to calculate employee net promoter score include the following
Step 1: Conduct a survey
Step 2: Categorize responses
Step 3: Calculate eNPS
Exemple :
The best employee net promoter score questions include the following:
1. Core eNPS question
2. Follow-up questions for promoters
To understand what's working well:
3. Follow-up questions for passives
To identify areas for improvement:
4. Follow-up questions for detractors
To uncover issues:
Setting a benchmark for eNPS involves understanding the range of scores, industry-specific benchmarks, and the significance of tracking your own company's performance.
Il s'agit de courtes enquêtes qui peuvent être envoyées fréquemment pour vérifier rapidement ce que vos employés pensent d'une question. L'enquête comprend moins de questions (pas plus de 10) pour obtenir rapidement les informations. Ils peuvent être administrés à intervalles réguliers (mensuels/hebdomadaires/trimestriels).
Organiser périodiquement des réunions d'une heure pour une discussion informelle avec chaque membre de l'équipe est un excellent moyen de se faire une idée précise de ce qui se passe avec eux. Comme il s'agit d'une conversation sûre et privée, elle vous aide à obtenir de meilleurs détails sur un problème.
L'eNPS (employee Net Promoter score) est l'un des moyens les plus simples et les plus efficaces d'évaluer l'opinion de vos employés sur votre entreprise. Il comprend une question intrigante qui évalue la fidélité. Voici un exemple de questions eNPS : Quelle est la probabilité que vous recommandiez notre entreprise à d'autres personnes ? Les employés répondent à l'enquête eNPS sur une échelle de 1 à 10, où 10 signifie qu'ils sont "très susceptibles" de recommander l'entreprise et 1 signifie qu'ils sont "très peu susceptibles" de la recommander.
The ways to measure employee net promoter score include the following steps
1. Ask the right question:
2. Categorize responses:
3. Calculate eNPS:
Example
Let's say you have 100 employees.
Your eNPS would be:
4. Interpreting eNPS
5. Additional considerations
Net Promoter Score (NPS) and Employee Net Promoter Score (eNPS) are both used to measure satisfaction, loyalty, and engagement, but they have some key differences:
The Employee Net Promoter Score (eNPS) serves as a valuable tool for organizations, offering several benefits that contribute to enhancing employee satisfaction, engagement, and overall business performance.