TSI Blog

Understanding Net Promoter Scores In Employee Survey Results

September 17th, 2015 by Alison McKinney

netWhen it comes to results from an employee survey, a ‘net promoter score’ is a tool to gauge and ascertain the level of loyalty and sentiment to an organisation by its employees and it is the most popular and proven metric for measuring this.

Obtaining your ‘net promoter score’ starts by asking one simple question: ‘How likely is it that you would recommend us to a friend or colleague?’ or ‘I would recommend XYZ as a great place to work’. By asking this question, you can get a clear measure of how likely your people are going to be your brand advocates.

Respondents to a survey are asked to provide the answer to this question on a scale of 0 to 10. The higher the value, the greater the likelihood that they will give a recommendation. Results in the scores are then divided into three categories.

Those who offer scores of 9 and 10 are classed as ‘promoters’. They are seen as loyal ambassadors who will continue buying from the company and would urge their family and friends to do the same and/ or recommend their employer as a great place to work.

‘Passives’ offer scores of 7 and 8. They are classed as ‘satisfied but unenthusiastic’.

‘Detractors’ are those employees who provide scores of between 0 and 6. They are unhappy and unlikely to be enthusiasts for your organisation.

By deleting the scores supplied by ‘detractors’ from those supplied by ‘promoters’, you can generate a ‘net promoter score’ for your organisation.

An employee net promoter system makes the people side of the organisation far more transparent. They support learning and experimentation. Companies get an insight into which departments represent liabilities and which offer potential best practices. They can see which team leaders are doing the best job and which ones need more coaching. Ultimately, companies can also understand which elements of employee sentiment and engagement most affect customer loyalty advocacy so they can identify ways to improve both.

With over 18 years’ experience, The Survey Initiative offers expert and specialist employee research services. If you would like to find out more about how we can help your organisation, then call us on +44 (0)1255 850051 or make contact with us here.

Written by Alison McKinney
Alison McKinney is the Project and Quality Assurance Manager at The Survey Initiative, a dedicated employee research organisation devoted to helping its clients gain insight and understanding into what drives employee engagement in their business. Alison has extensive experience in project management and quality assurance and has recently worked on projects for clients as diverse as: WSP Middle East. Natural History Museum, Peverel, Marine Stewardship Council, Accor UK &Ireland and Thompsons Solicitors. Visit http://www.surveyinitiative.co.uk for more information.

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