eNPS Projects

In this article:


Suggested next section: 3. Distribution Platforms & Sending

Introducing eNPS

Employee Net Promoter Score (eNPS) projects offer the benefits of customer-facing NPS campaigns, but with a focus on your people.

eNPS can help you understand employee loyalty over time or highlight shifts in sentiment as changes are implemented inside your organization, such as before and after updates to a benefits package. Used in this way, eNPS helps you measure the effectiveness of your leadership and company environment in its efforts to constantly improve the employee experience.

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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

Sample eNPS question

Sample eNPS comment page

What else can be added to an eNPS projects?

After answering the “what” and the “why,” employees can respond to any Additional Questions you’ve configured before being presented with a customized Thank You page. Note: Additional questions must be added separately to each individual platform used in your survey. 

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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 rounds to a whole number.

An example

Let's imagine receiving 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 (for eNPS score)

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Testing and previewing an eNPS question vs. a full questionnaire

There are two — very different — preview options to consider. You can:

1 Preview an eNPS question in customization mode
2 Preview an entire eNPS project in a platform testing environment
1.  Preview an eNPS question in customization mode

Visualize how your eNPS question will appear (with the Desktop and Mobile preview options) as you customize the look and feel of your survey. Preview the changes you make to the color scheme, logo, and text elements of your eNPS question in real time. (See CX Customization Basics.)

2. Preview an entire eNPS project in a platform testing environment

Previewing how respondents will experience your full survey (particularly if you've added Additional Questions to your questionnaire) requires testing at the platform level.

To learn how to test and preview you entire eNPS project, click and explore each of the distribution platform(s) that you have deployed from this list:

Platform Links to the 'how to' instructions
Email Testing and previewing the Email platform
Web Testing and previewing the Web platform
Link Testing and previewing the Link platform
Kiosk Testing and previewing the Kiosk platform
SDK Testing the SDK PlatformPreviewing the SDK Platform
Test and preview each of your platforms independently 

Additional questions are added to each platform independently of the others; ergo, you should preview and test each of your distribution platforms separately. 

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Are responses anonymized?

Yes. eNPS survey responses are fully anonymized — redacting both Name and Email fields. This means that you won't be able to see who opened, responded to, or didn't answer your survey, nor will you be able to see which response belongs to which person.

With anonymous surveys, employees will feel more comfortable being fully candid in their responses — ensuring that your overall dataset is more complete, accurate, and actionable.

Concerned you wont have the ability to slice and dice the data? 

Don't be! Delighted's eNPS survey type still accepts Properties, so you can segment information by department, location, role, or any other number of data points you pass our way:

What about exporting anonymized eNPS data?

All exported data from Delighted CX, including CSV exports and API/webhook payloads, will be fully redacted with regards to Name and Email fields.

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What integrations are best to use with eNPS?

Delighted's eNPS works best out-of-box with the following HR-focused integrations:

Don't stop with those integrations! We offer over 40 other integrations with platforms like Slack, Zapier, Autopilot, and others. Discover your next integration connection here.

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What integrations are not supported?

eNPS surveys are anonymous and don't capture respondent email addresses. Therefore, any integration that works by syncing feedback by respondent email address are not supported by eNPS surveys — it's a privacy issue. 

Delighted's eNPS metric type does not support the following integrations:

  • Testimonials 

  • Gladly

  • Klaviyo

  • Kustomer

  • Segment

  • Square

  • Zendesk

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Does eNPS work with Delighted's mobile app?

Yes! Delighted's eNPS survey type is fully supported with Delighted's Mobile App.

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Can I de-anonymize a response after it has been recorded for legal reasons?

No, there is no way to recover the name and/or email address of a respondent after the response has been recorded.

If you think there may be a reason to need to reference the employee who completed the survey after a response is recorded, we recommend passing over a property with the survey send that can be used to identify the respondent in your own system, such as employee ID. This allows the response to appear anonymous within Delighted but also allows you to find the source if needed.

Learn more in section 11. CX Best Practices in our Help Center.

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