How likely are you to recommend the employee net promoter score?

Posted by Hazen Witemeyer

Last week a client asked me for advice on the efficacy of the Employee Net Promoter Score (ENPS), an off-shoot of a customer satisfaction measure called the Net Promoter Score (NPS), as a measure of employee engagement. It was the second time I’d been asked the question recently. While there is an undeniable appeal in using a single number to describe engagement levels, in my opinion, the ENPS can lack the specificity needed to act as a roadmap to improving employee engagement.

My concern with using the ENPS as a primary employee engagement metric is that as a measure, it presents a number of practical and statistical issues that could lead to an incomplete understanding of employee engagement. For example:

  • The willingness to recommend a company to others, although this is an important component of employee engagement, it’s not the same thing as employee engagement.
  • Because it is scored ...

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