How to take control of your eNPS score?

    The Employee Net Promoter Score (eNPS) is a widely-adopted indicator of employee experience and sentiment. In this article we visualise and explain the drivers that impact eNPS the most based on Teamspective research.

    Jaakko Kaikuluoma

    Co-founder

    The Employee Net Promoter Score (eNPS) is a widely-adopted indicator of employee experience and sentiment. 

    However, it can be very frustrating to get a low eNPS score and not to understand how it can be improved. At Teamspective, we have made it easy for managers to measure their eNPS and to understand which factors might be behind declines or increases in this crucial metric. 

    The above infographic shows the 8 KPIs that best predict an organisation's eNPS grouped under 3 top-level KPIs. Let’s look at these metrics and their meaning in more detail!

    Top-level KPIs that affect your eNPS score

    Scientific research is the foundation of Teamspective's solutions. In order to help our customers make data-driven decisions to improve wellbeing and team collaboration, we've studied extensively the factors affecting employee perceptions and performance.

    Here are the 3 top-level KPIs that impact eNPS:

    1. Employee Engagement

    The Employee Engagement KPI measures themes such as collaboration, motivation, company alignment and personal development. As you can see on the graph, the majority of factors influencing eNPS score are sub-KPIs of employee engagement.

    2. Employee Wellbeing

    Mental wellbeing, social wellbeing, safety and workload – this is what employee wellbeing is about. Neglecting people’s wellbeing increases risks of employee churn and burnout.

    3. DEI (Diversity, Equity, Inclusion)

    Diverse organisations are more productive and innovative. However, just increasing diversity without inclusion and equity easily leads to segregation and conflicts. Failing to create a safe, supportive, and engaging workplace is quickly reflected in your eNPS score.

    The 8 Sub-KPIs that explain you eNPS score

    The above three are broad, aggregated KPIs, composed of multiple themes that can be measured separately. Paying attention to these sub-KPIs helps you craft a more effective action plan.

    Our research has shown that 8 of these sub-KPIs predict 56% of positive and negative changes in eNPS. In the order of significance, they are:

    1. Motivation
    2. Fairness
    3. Learning
    4. Clarity of goals
    5. Help and support
    6. Workload
    7. Dependability
    8. Psychological safety

    The first three KPIs have the strongest effect on the eNPS. It means that possible fluctuations in either direction would likely noticeably change the eNPS. 

    Clarity of goals, help and support, as well as workload are the next most significant influencers. A low score in any of these can significantly bring down the eNPS while a higher score strongly supports success.

    Though last on this list, you cannot afford to ignore dependability and psychological safety. Understanding them helps improve overall employee satisfaction and support your work towards long-term success (e.g. Google found psychological safety to be the most important factor for effective teamwork).

    How Teampective helps you measure these KPIs?

    Teamspective’s pulse survey and feedback solution are grounded in scientific research and validated with data. The survey structure includes questions that are specifically dedicated to each of the mentioned metrics. 

    The insights dashboard gives you an easy overview of  what might be causing the drop or rise in your eNPS. The tool also gives concrete guidance on how to improve in these areas with the help of playbooks that describe the most relevant tips and tools.

    pulse dashboard screenshot

    Finally, it is worth mentioning that eNPS itself as well as the scores for other themes vary significantly between teams. In 83% of cases the solutions are team-focused instead of company-wide initiatives. That is why we encourage each team to establish their own routine of analysing and addressing pulse results. We also advise companies to make survey results easily accessible. 

    Are you eager to start using pulse surveys now and boost your eNPS along with its main drivers? Get in touch with us today.