Employee Net Promoter® Score Programs
Establishing Employee Net Promoter Score (eNPS) is straightforward - simply include the following question in an employee survey: "How likely are you to recommend (your company name) as a place to work?" and apply the eNPS calculation to the survey data set.
Beyond a simple score, Satrix Solutions designs and administers surveys that seek to understand precisely why employees are satisfied or frustrated and how to improve employee engagement and retention.
As a trusted 3rd-party, we provide employees with a safe place to share anonymous and candid feedback allowing for an unbiased assessment of employee sentiment. Reporting provides robust insights that serve as a blueprint to improve the employee experience.
Our clients return year after year because we establish trusted partner relationships driven by our ability to rapidly integrate with their team and deliver relevant and actionable recommendations.
We bring vast experience to every engagement and quickly assimilate into the specifics of the business and operations. In addition, our consultants provide clear guidance on operationalizing employee experience programs and identifying the “levers to pull” to improve employee satisfaction. Our ongoing success is reflected in our Net Promoter Score, which has stayed above +85 since the company was founded.
Partnering with a 3rd-party expert gives employees the confidence that their feedback will remain anonymous. Providing staff with a "safe place" to share candid feedback ensures that you receive the most honest and accurate assessment of employee sentiment.
Satrix Solutions will also provide a detailed evaluation of the feedback - without bias - and provide objective findings on why employees are happy with various elements of their work experience or why they may be frustrated and have lower morale.
The team at Satrix Solutions is highly skilled at dissecting and examining survey data to identify key findings and themes without preconceived notions or bias. This ensures the unvarnished truth about employee sentiment, expectations, and perceptions.
In addition, we deliver extensive reporting and dashboards that serve as a roadmap for leadership to act to address employee frustrations and increase loyalty.
Satrix Solutions has implemented Employee Net Promoter Score programs for B2B and B2C companies since eNPS was founded.
Our extensive experience enables us to deliver actionable insights that serve as a roadmap for generating more loyal employees who stay longer, engage more, and spread positive word-of-mouth.
Satrix Solutions' clients routinely share the results of their employee feedback programs with the Board of Directors. Our experienced consultants are skilled at distilling large survey datasets into a handful of impactful slides for consumption by investors and other Board members.
In addition, we're fortunate to have the trust of numerous VC and PE firms and serve as a preferred partner to their portfolio companies.
Employee Engagement Capabilities
In addition to Employee Net Promoter Surveys, Satrix Solutions partners with companies to establish structured feedback programs at critical touchpoints across the customer and employee journey. A complete lifecycle approach enables us to provide insights that will significantly enhance the experience for customers, prospects, and employees.
Our Case Studies
Exceptional Results & Customer Service
Satrix Solutions' clients have experienced quantifiable ROI with our Employee Net Promoter Programs. By fostering company-wide participation, delivering actionable insights, and sharing objective recommendations, our clients have the roadmap needed to strengthen employee engagement, reduce attrition, and improve the company's reputation as a great place to work.
96% "A Player" Retention
Discover how Satrix Solutions' eNPS program helped Schindler keep their best employees.Read More
Using Employee Feedback to Retain Customers
Find out how Parchment took employee feedback and used it to improve customer loyalty.Read More
98% retention rate
Find out how IHS Markit, now S&P Global increased revenue by 45% by increasing its customer retention rate.Read More
Our Survey Process
Our market research firm helps ensure Employee Net Promoter programs realize maximum benefit. We gather detailed employee expectations, preferences, and satisfaction levels, and convert the feedback into improvement recommendations that executives can trust.
By developing a systematic approach to capturing and responding to employee needs, our clients experience measurable improvements in employee satisfaction, retention, and company reputation.
Our white-glove engagements are end-to-end and include assigning a team of experts to achieve the company's goals and objectives.
- Interview key internal stakeholders to document objectives, discuss expectations, and solicit input from company leaders to inform the survey design process
- Review relevant VoE data, org structure, and employee feedback
- Establish timing, including upcoming company strategy sessions or offsites, Board meetings, employee events, and more
- Summary of executive interviews
- Detailed project plan
- Core team availability for kick-off and regular huddles
- Schedule interviews with relevant executives
- 1 to 2 weeks
- Identify perceived satisfaction and loyalty drivers
- Align objectives and goals
- Design the survey questionnaire to elicit insightful and actionable feedback
- Determine survey timing
- Draft compelling survey communications with a strong call-to-action
- Emphasize anonymity to encourage candor
- Employee survey questionnaire
- Point of view documents
- Closed-loop recommendations
- Educational materials for staff
- Compile employee contact list with associated metadata
- Socialize with internal teams, solicit feedback, and encourage desired actions
- 2 to 4 weeks
- Program the questionnaire into the survey software
- Optimize survey invitations and reminders
- Test & quality check
- Apply response rates maximization strategies
- Monitor early responses
- Regular reporting during the survey window
- Real-time alerting of concerning responses
- Engage in closed-loop follow-up with relevant contacts
- Leverage front-line staff to encourage employees to complete the survey
- 3 to 4 weeks
- Develop detailed reporting and dashboards to share with leadership and HR staff
- Prepare analysis of cohorts and key employee segments
- Analyze qualitative and quantitative feedback; identify findings and themes
- Deliver in-depth analysis with compelling visualizations and objective recommendations
- Satrix Solutions Survey Analysis
- A complete (anonymized) survey response data sheet, with appropriate redactions
- Codebook of themes from unstructured/qualitative feedback
- Team presentations with findings and anonymized quotes
- Abbreviated reporting for Board
- Executive readout
- Strategic review with root cause discussion
- Internal 'town-hall' type reviews
- Follow-up communication by leaders and managers
- Improvement action planning
- 2 to 4 weeks
- Weekly huddles to discuss best practices, advice for greater adoption and impact, EX culture-building efforts, and continuous maturity of the EX Program
Reporting and Analysis
The return on investment of an Employee Net Promoter System survey program highly correlates with the depth and quality of the reporting. At Satrix Solutions, we are experts at converting quantitative and qualitative employee feedback into compelling visualizations, objective findings, and recommendations that encourage action.
Rather than providing generic dashboards, the reporting and analytics we deliver are customized to meet the program's specific needs. Our decades of experience, extensive best practice knowledge, and deep understanding of the business help inform our approach, making the reports relevant, compelling, and comprehensive. In addition to summary analytics and findings, our detailed survey analyses drill down into results by Manager, Division, employee tenure, survey period, and other key employee demographics.
We apply a "human-centered" approach to analyzing both the quantitative and qualitative feedback from surveys, applying statistical methods as needed to pinpoint the key drivers of employee loyalty and dissatisfaction. Our team of experts will also conduct an in-depth analysis of the unstructured or verbatim feedback acquired through responses to open-ended questions. We read and code each comment to identify important themes, which enables us to capture the true meaning behind an employee’s responses and correlate the qualitative input with the quantitative scoring to paint a complete picture of employee sentiment.
Exceptional Results & Customer Service
Read how our clients feel about Satrix Solutions and our success in helping them realize the financial benefits of creating a differentiated service experience.
What Is An Employee Net Promoter Program
Actionable Employee Feedback
A short but impactful survey, Employee Net Promoter Score identifies and address any issues negatively impacting employee satisfaction and loyalty. Business leader and HR professionals are provided with the needed to build employee morale, develop managers, and instill confidence among the employee base.
Using an approach similar to Net Promoter Score for customers, the Employee Net Promoter Score (eNPS) Survey measures an employee's likelihood to recommend the company as a place to work and uncovers insights into the factors impacting the employee experience. Importantly, it’s an ideal tool for capturing the level of employee loyalty and encouraging honest and constructive dialogue between company leaders and their teams.
Both an employee loyalty metric and organizational discipline, Employee Net Promoter Score (eNPS) is a widely used employee satisfaction measurement tool to monitor employees' enthusiasm about the workplace.
Employee Net Promoter Score helps quickly pinpoint and eliminate organizational trouble spots and enhance the employee experience. By continuously identifying and addressing employee frustrations, executives strengthen the company's reputation as a great place to work, thereby reducing attrition and attracting talent.
Additionally, research has shown that happy and engaged employees deliver a better customer experience, which results in more profitable customer engagements.
The eNPS Question
- How likely are you to recommend our company to a friend or colleague?
The Employee Net Promoter Score calculation is based on employee responses to a single question: "How likely are you to recommend our company to a friend or colleague?"
On a scale from zero to 10, employees who score a 9 or 10 are considered loyal enthusiasts or "Promoters" whereas those who score between 0 and 6 are considered "Detractors" and are more likely to leave and share negative word-of-mouth. Those who score a 7 or 8 are considered "Passives." The Net Promoter Score calculation is simply the percentage of Promoters minus the percentage of Detractors.
Why Employee Net Promoter is Important
By systematically assessing employee sentiment, business leaders and HR professionals are able to pinpoint the source of employee frustrations and discontent. The data and insights gleaned are used to develop Managers, improve employee onboarding, enhance company culture, and strengthen employee communication.
Every employee also plays an important role in establishing a differentiated customer experience. Loyal and engaged employees tend to be more productive and exhibit higher levels of commitment to delivering a better experience for customers.
Employee Net Promoter Resources
Thought Leadership & Expertise
We offer an excellent collection of best practices, tips, and guidebooks on CX and EX strategy — all crafted to help companies get ahead in today's competitive market.
How To Adopt An eNPS Program
Lessons Learned from Schindler Elevator Corporation’s eNPS Program.Read More
How To Improve An eNPS Program
Here are a few ways to improve eNPS.Read More
eNPS To Increase Customer Loyalty
Identify the key drivers of employee engagement to build a client-centric organization.Read More