A brief introduction to Net Promoter Score
Net Promoter Score (NPS) is a concept devised by Fred Reichheld, Bain & Company and Satmetrix Systems. Originally developed for customer relationships, the concept was developed to measure Employee Experience and Employer Brand (eNPS). In the survey, only one question is being asked:
“How likely is it that you would recommend your employer to a friend as a company to work for?”
The reason this question is so effective in capturing Employee Experience (and therefore Employer Brand) is that by recommending something, we put our reputation at stake on this brand’s behalf.
The respondent is asked to rank their answer on a scale of 0-10. The result is then plotted on a scale from -100 to +100.
Who are in the different groups?
Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every employee is a Detractor) to a high of 100 (if every employee is a Promoter).