If you’re reading me in 2020, you’re probably already working on improving your People Experience. That means that you’re investing in your Candidate Experience and Employee Engagement. If that’s the case, you’ve certainly heard of the NPS metric before. But what is it, really? And how do you calculate it?
The Net Promoter Score (NPS) is an index that runs from -100 to 100 and shows you how willing someone is to recommend your company to others. Without a doubt, you’ve already seen the Net Promoter Score question at least once. It’s a quantitative query formulated as follows:
“How likely is it that you will recommend us to a friend or colleague?”
You can answer this question by filling in a score of 0 – 10, where 0 means very unlikely and 10 means very likely.
Divided into 3 categories.
The given scores by customers/recipients result in 3 categories.
‘Detractors’ are respondents that have given a score of 6 or lower. They’re not very satisfied with the hiring or employee experience with you. There is a reasonable chance they’ll share their opinion of you with their network or even in a post on a review platform such as Glassdoor. It’s possible that they won’t purchase new products/services from you, either. This can certainly damage your Employer Branding.
‘Passives’ are recipients that have given a score of 7 or 8. They probably won’t spread negative words on your business. You just shouldn’t count on them sharing enthusiastic recommendations about you with their network, either. It’s important to discover how to enthuse this group enough so that you can transform them into Promoters or learn how to satisfy those who yet have to come. Ask yourself: which aspects are holding them back from being completely happy?
‘Promoters’ have given you a score of 9 or 10. They really liked how they were treated. These are the people who will spark positive conversations about you with their family and friends. They’re true promoters for your brand and will bring you more quality talent.
How do you calculate the Net Promoter Score?
You take the percentage of Promoters and deduct the percentage of Detractors. The remaining number is your Net Promoter Score. This can result in a score of -100 to 100. The Passives are not added, in this calculation. This is because they are the average type; they won’t make a change.
So you know your current NPS. Now what?
The Net Promoter Score is an easy indicator and that is probably the reason it’s so popular. But what can you do with this score? Because honestly: it only shows you what your situation is. To improve your NPS, you will have to find out which aspects make your people dissatisfied.
You have to use these aspects to get to work. Don’t forget to reciprocate the feedback, so your people will know that you are improving on their points of criticism. This way, you can show them you really want to use their feedback to get better. This will be appreciated and will lead to a higher NPS in the future.
Starred and the Net Promoter Score.
We don’t only show you your NPS score, but also the reason behind it. We do this through our well-known research method: our surveys are optimized for any device and made to deliver a delightful experience to your respondents. The answers will be received and shown in your dashboard in real-time and will be translated into actual points of attention in our Priority Matrix. This way, you can continuously correct yourself to reach the ultimate goal: great People Experience. And that will have positive consequences for your business.
Looking for more insights through your current NPS?
If you were interested in discovering more metrics that can help you improve on your Candidate Experience, we recommend for you to read What Kind of Metrics Should You Use to Improve Your Candidates’ Experience?