You have measured eNPS - What should happen next?

Step 1: Company-Wide Analysis

Measure eNPS Score:

1. Respondents are categorized as:
   • Promoters (9–10): Enthusiastic supporters.
   • Passives (7–8): Neutral employees.
   • Detractors (0–6): Dissatisfied employees.
2. Identify Trends:
   • Compare the current eNPS score with past results to spot trends.
   • Examine whether the score aligns with company changes (e.g., new policies, leadership changes, major events).
3. Overall Themes:
   • Review qualitative feedback (if included) to identify company-wide concerns or positives. These themes are made automatically by our AI-analysis.

Step 2: Department-Level Analysis

1. Bread Down eNPS By Department:
   • Segment results by department (e.g., Sales, Marketing, HR).
   • Identify high-performing (high eNPS) and low-performing (low eNPS) departments.
2. Analyze Department-Level Themes
   • Use word clouds or text analysis tools to summarize feedback themes within each department.
3. Spot Patterns:
   1. Compare scores across departments to find disparities. For example:
   2. Marketing: eNPS = 50 (positive feedback on leadership).
   3. Customer Support: eNPS = -10 (concerns about workload).

Step 3: Team-Level Analysis

1. Segment eNPS by Teams Within Departments:
   • Within the Customer Support department, for example, break down eNPS by team (e.g., Email Support, Live Chat, Phone Support).
2. Identify Outliers:
   • Highlight teams with exceptionally high or low scores.
   • Drill down into qualitative comments to uncover root causes (e.g., workload imbalance, unclear goals).
3. Facilitate Team Discussions:
   • Share team-level results in a transparent and supportive way.
   • Allow team leaders to gather additional insights directly from their teams.

Step 4: Individual-Level Analysis

1. Review Anonymous Individual Scores:
   • eNPS results are often anonymized, but individual comments can provide insights.
   • Group comments by sentiment to identify common concerns.
2. Engage with Employees (if Feedback Isn't Anonymous)
   • For low eNPS scores, consider conducting follow-up interviews with individuals to better understand their concerns.

Step 5: Create an Action Plan

1. Company-Wide Improvements:
   • Address themes that impact all employees, such as leadership communication or workplace flexibity.
2. Department-Level Initiatives:
   • Work with department heads to address specific issues (e.g. additional training or better tools).
3. Team-Level Solutions:
   • Empower team leaders to make changes tailored to their team’s unique needs.
4. Individual Follow-Ups:
   • For detractors (if feedback isn’t anonymous), create a tailored action plan to address their concerns and improve their experience.

Example Workflow

Scenario:

The company’s eNPS score is +20 (average), but the Customer Support department scored -10. Within Customer Support, the Live Chat team has an eNPS of -30, while other teams are near zero.

Actions:

1. Company-Wide: Communicate overall results transparently and announce an initiative to improve employee engagement.
2. Department-Level: Meet with the Customer Support manager to discuss the low score and explore workload, leadership, and training issues.
3. Team-Level: Focus on the Live Chat team. Hold focus groups to understand their unique challenges (e.g., high ticket volume, unclear escalation paths).
4. Individual-Level: Identify anonymous comments suggesting dissatisfaction (e.g., “I feel overworked”). Address concerns through 1:1 check-ins or manager follow-ups.

This structured approach ensures insights are acted on at every level, creating a clear path from high-level data to meaningful individual engagement.