eNPS Surveys

In this article:

• Introducing eNPS.
• What is the eNPS survey flow?
• How is the eNPS score calculated?
• How do I set up an eNPS survey in my Delighted account?
• Are responses anonymized?

FAQs

• What integrations are not supported?
• What integrations are best to use with eNPS?
• Does eNPS work with Delighted's mobile app?
• Can I de-anonymize a response after it has been recorded for legal reasons?

Introducing eNPS

Employee Net Promoter Score (eNPS) surveys 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

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.

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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. In most cases, you'll be adding a Project to your existing account, so we'll walk through that process.

Just five quick steps to get started:

1. Add a new Project to your account
2. Select eNPS as a survey type
3. Customize your eNPS survey
4. Add Additional Questions (Optional)
5. Send your first survey

1

Add a new Project to your account

Select the Project menu from the top left-hand side of your dashboard. Once selected, click on + Create a new project:

2

Select eNPS as a survey type

Select eNPS on the Survey Type selection page:

3

Customize your eNPS survey

Select a Distribution Platform and then customize your survey. Consider leaving the survey as simple as possible to avoid introducing bias into the employee survey experience:

4

Add Additional Questions (Optional)

Interested in asking more questions than eNPS alone? Consider using Delighted's Additional Question feature to prompt your employees with more specific questions. Note: This feature is only available to Premium customers, but does include a list of research-backed guidance on the 10 top employee experience drivers and the most impactful employee survey questions associated with each.

5

Send your first survey

Once you're all set and customized, simply head to the One-Time Sends page, upload a CSV/Excel file (or use our REST API and/or Integrations), and send out your employee survey!

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Are responses anonymized?

Yes. eNPS survey responses are fully anonymized - redacting both Name and Email fields:

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:

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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. 

Ergo, Delighted's eNPS does NOT support the following integrations:

• Testimonials 

• Gladly

• Klaviyo

• Kustomer

• Segment

• Square

• Zendesk

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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:

• Zoho Recruit
• Greenhouse
• BambooHR

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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Does eNPS work with Delighted's mobile app?

Yes! Delighted's eNPS survey type is fully supported with Delighted's iOS 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 at some point after a response is recorded, we recommend passing over a property 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.

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