How to measure engagement through employee net promoter score in Pulse
The eNPS (employee Net Promoter Score) metric is a leading indicator for employee outcomes like productivity and retention and helps HR teams uncover the most actionable steps to improve their employee experience. Admins can add an eNPS to Pulse surveys to help measure the change in score over time.
Learn more in What is Employee Net Promoter Score eNPS?
Note: Lattice recommends adding eNPS in Pulse every 3-12 months. eNPS question frequency can have a separate cadence than overall Pulse.
Add eNPS to an active Pulse survey
Navigate to Admin > Engagement > Surveys.
Next to Pulse survey, select View results.
Click Settings > Change configuration to be taken to the survey setup.
Enter the Questions page and toggle on the eNPS question How likely are you to recommend [Company] as a place to work?
Select Continue to cadence to save.
Edit the eNPS Question
Admins can edit the wording of the eNPS question to customise it for their organisation.
Note: You will still retain benchmarks and comparisons. However, significantly changing the wording of the eNPS question may impact the accuracy and reliability of your results.
Navigate to Admin > Engagement > Question Bank.
Next to the eNPS question, select Edit.
Make the edits to the wording.
Select Update question.
The edited eNPS question will be reflected in new Pulse surveys.
View for Pulse responders
When filling out an eNPS Pulse, Lattice users will see the standard question or your customised eNPS question displayed on a scale of 0 (Not very likely) to 10 (Very likely). Once a rating has been selected, responders are also able to add a comment. Responders have the choice to skip the question.
Similar to other Pulse questions, receiving an eNPS question is randomized. However, when eNPS is included in a Pulse, it will be the first question asked. Learn more in Understand your Pulse Cadence.
eNPS analytics
When viewing your Pulse results, the eNPS reporting tab will appear at the top of the Pulse Surveys page.
Survey analytics measure overall scores using a range that buckets responders as promoters, passives, and detractors:
Promoters are response scores 9-10.
Passives are response scores 7-8.
Detractors are response scores 0-6.
To calculate eNPS, we take the percentage of your employees who are Promoters and subtract the percentage of employees who are Detractors. Your result is measured on a scale from –100 to 100.
The overall eNPS score and distribution bar represent the respondents' most recent reply.
Learn more about Calculating scores in a Pulse Survey.