eNPS Surveys

eNPS surveys, or Employee Net Promoter Score surveys, offer all the same benefits of customer-facing NPS surveys, but targeted internally. eNPS can help you understand employee satisfaction over time or after changes are made inside your organization.

Used in this way, eNPS helps you measure the effectiveness of your leadership and company environment in constantly improving the employee experience.

In this section


What is the eNPS survey flow?

Employee NPS surveys share the foundational components of customer-facing NPS. This includes the two-step collection method:

  • 0 to 10 scale point selection
  • Open-ended comment

The key differences reside in the question and in the anonymity of the responses.

With standard NPS, you’re asking how likely someone is to recommend your brand/product to a friend. With eNPS, you’re asking how likely an employee is to recommend working at your company to a friend or colleague.

Respondents are broken into the same three categories as in the standard NPS survey:

  • Promoters: 9-10
  • Passives: 7-8
  • Detractors: 0-6

After answering the “what” and the “why,” employees will respond to any Additional Questions you’ve configured before being presented with a customized Thank You page.

Sample eNPS question

Sample eNPS comment page

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How is the eNPS score calculated?

The employee Net Promoter Score equation is:

% Promoters - % Detractors = eNPS

Let’s break that down:

  • % Promoters: Total percent of responses where the score was a 9 or a 10
  • % Detractors: Total percent of responses where the score was 6 or below

eNPS always rounds to a whole number.

An example

Let's imagine we received the following responses:

  • Promoters: 10 (50% of total responses)
  • Passives: 5 (25% of total responses)
  • Detractors: 5 (25% of total responses)

Plugging this into our eNPS equation, we get:

50 - 25 = 25 (Your eNPS score)

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How do I set up an eNPS survey in my Delighted account?

Sending eNPS surveys starts with the same simple steps as sending customer-facing NPS surveys. However, there are a few adjustments you’ll want to make to ensure the survey is specific to your employees:

Adjusting the wording of the question

Asking employees how likely they are to recommend your company is a bit too vague for eNPS. To help keep it more specific, you’ll want to adjust the standard NPS question to focus more specifically on working for your company. For example:

“How likely are you to recommend working at Delighted to a friend or colleague?”

You can use the Question Customization to adjust that phrasing. This will automatically update your survey to a more eNPS-friendly version.

Anonymizing responses

In most instances, you will not want the employee name and email to be visible to those viewing the feedback. Delighted offers a special access level that redacts name and email fields:

Contact our Concierge team to turn on this redacted feature for any user in your account.

A note about admin access

The account admin for your eNPS account responsible for sending out surveys will always have access to all un-anonymized feedback and employee information, so be sure to assign that status to an HR person or other key executive.

Alternatively, you could always use the Link Platform to send out surveys rather than the Email Platform. By default, responses to Link surveys are anonymous—since we don’t capture any contact information, responses can’t be tracked back to specific employees!

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