What is eNPS

How to create an eNPS survey

How to schedule an eNPS survey

Select pulse

Select groups

Results visibility

Schedule day & time for pulse

Settings for notifications email

The employee Net Promoter Score (eNPS) is a popular metric within employee engagement. The metric is based on one simple question: “How likely are you to recommend your employer to others?".

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Employees respond by choosing a number from 0 to 10 and the responses are segmented into three categories:

To calculate your overall eNPS score, you simply subtract the percentage of Detractors from the percentage of Promoters (ignoring the neutral Passives). So, if 20% of your respondents are Promoters and 20% are Detractors, your eNPS is actually 0.

What is considered to be a good score?
The most common answer to this question is that a score higher than 0 is good, having more promoters than detractors is a good sign. An eNPS around 20-30 is very good, and anything above that is excellent. The average eNPS varies from industry to industry, country to country, and is affected by many other factors. Therefore, we recommend you to focus on your score internally and set up goals in relation to your team or organization.

Select the eNPS pulse and then click the "Save as a copy" button in the lower section of the pulse settings.

This will copy all current pulse settings (pulse and question translations, access, tags etc).

When you see that the copying was successful, you can find the copied pulse under "My pulses / shared with me". We recommend that you change the pulse name or image after copying the pulse so that it is easily distinguishable from the original pulse.

In the list view click on “Add schedule”:

In the timeline view click on "Add new pulse":

If you have not created your own pulse before and are looking for instructions, please read this guide: Create your own pulse.

You can select several groups, or deselect certain groups that you want to exclude from the scheduling.

Please note that you will not be able to see the total results if you deselect a group within a hierarchy, you will instead get separate results for each group.

If you select a whole group hierarchy, without deselecting any groups, you’ll be able to see results for each group as well as the total results for the top group. Read more about what to think of when scheduling to several groups in this guide.

The next step is to decide the result visibility settings, which determines what the managers and users will see from the results.

The preselected settings for results visibility will allow users and managers to see:

Overall results for the recipient group they belong to

To note: If you would like to keep the default standard results visibility settings as they are - proceed directly to the next step in this guide.

With the advanced settings, you have many options to customize the visibility of the result for your scheduling. You can adjust desired visibility for the group members/groups owners' own group as well as for the recipient groups.
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What is “Their own group”?
The own group is the group that the individual is either a:

Do you want to learn more about what a direct group member is? Read this guide.
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What are the “recipient groups”?
The recipient groups are all the parent groups that have belonging subgroups.

In the section “Within recipient groups” you can adjust results visibility on additional levels.

You can decide if you for example want employees and/or managers to see the overall results for the whole organization or their own department.

To note: group members and owners will not be able to see results for groups they don't belong to. They can only see the total results for the selected group if they are a member or owner of a subgroup.

Decide when you want the questions to open by selecting a date and a time. By default, the questions will close for answering until Sunday 24.00 and the results are out Monday morning.

To note: If you would like to extend the survey to two weeks or change the end date, see step 7 in this guide.
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By activating the advanced settings you can tailor which day the questions will close. A pulse can stay open for a maximum of two weeks, Monday to Sunday the week after.

To note: Regardless of which day the questions close, the final results (for example the final response rates, KPI:s and exports) will always be available on Monday the week after the pulse closes.

A question notification is sent to the recipients when the questions open and a reminder is automatically sent on Fridays 12.00 to those who haven't answered.

Preview the question notification email by clicking the preview button:
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By activating the advanced settings you can also customize the notification email. Click on "Custom notification email" to edit the headline and add a custom message to the email.
If you want to edit the subject line, follow the instructions in this guide.

To note: you can edit the preselected settings for results email in your accounts settings under Account > Emails.