Learn to use the NPS® question type to measure employee or customer satisfaction.
What is an NPS question?
NPS stands for Net Promoter Score. It is a metric usually used to calculate employee or customer satisfaction and is a common engagement measure. NPS scores are calculated with a single-question survey. Usually, the higher the score, the higher employee or customer satisfaction.
The default NPS question is: On a scale of 0-10, how likely are you to recommend [your company] as a place to work?
You can edit the field while creating the survey.
Example
On a scale of 0-10, how likely are you to recommend Personio Demo GmbH as a place to work?
Respondents give a rating between 0 meaning not at all likely and 10 meaning extremely likely. The responses are then categorized as follows:
▶︎ Promoters: These are the responses with a score of 9 or 10. These are the employees who would enthusiastically promote working in Personio to their friends
▶︎ Passives: These are responses with a score of 7 and 8. These employees are satisfied with the company but not happy enough to recommend it to their friends.
▶︎ Detractors: These are responses with a score of 0 to 6. These are unhappy employees who are unlikely to recommend working in Personio to their friends, and may even discourage others from working in Personio.
Reliability of the NPS scale
Measuring engagement with only NPS will result in less reliable and statistically weaker outcomes. Hence we recommend using multiple questions to understand the various aspects of engagement and treat NPS as one input among others.
Explanation of how the NPS score is calculated
The NPS score is a percentage calculated by subtracting the number of detractors from the number of promoters, divided by the total number of responses.
((# of promoters − # of detractors) / Number of responses) x 100
For example, if 2 respondents are detractors, 2 are passives and 6 are promoters, your NPS score would be (6-2)÷ 10 x 100 = 40%
The scores are never displayed in decimals and are always rounded off to integers.
The scores are rated below:
😁Excellent (>50)
😀Great (20-50)
🙂Good (1-20)
😞Needs improvement (<1)
What is the difference between the favorability of regular scale questions & the NPS score
▶️ The range differs: for scale questions, the favorability is between 0 to 100 while the NPS score is between -100 and 100
▶️ The scores are calculated differently: for scale questions, favorability represents the share of positive answers while for NPS it is a formula as explained above
When sorting by favorability, Personio sorts rating questions first, then NPS, and then choice questions.
Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter ScoreSM and Net Promoter SystemSM are service marks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.