What is eNPS and how to conduct it

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The difference between eNPS and NPS
NPS and eNPS are loyalty indices. These metrics have a lot in common, but NPS is used to measure consumer loyalty, and eNPS is used to measure employee loyalty.

The question is usually formulated as follows:

"Please rate how willing you are to recommend our product on a scale of 0 to 10, where 0 is 'not at all' and 10 is 'completely willing'."

There is an opinion that eNPS and NPS are interrelated metrics. For example, if employees are interested in their work and are satisfied with the company, this affects their interaction with customers. Such employees communicate more friendly and active, which can contribute to the formation of a positive attitude towards the product among others.

The difference between eNPS and NPS

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Moreover, eNPS is considered netherlands email list to be an index closely related to employee productivity. The more productive employees are, the better they can create a product and solve consumer problems faster. These factors, in turn, have a positive effect on NPS.

However, it is not possible to simply say that eNPS equals customer loyalty because there are many factors that influence a customer, and it is difficult to accurately determine how much each factor impacts the overall result.


When to measure eNPS
Unlike NPS, which measures consumers' willingness to recommend a company's products or services to others, eNPS measures employees' emotional attitudes toward their work.

With a complex hierarchical structure of the company
If a manager is responsible for a small group of employees, say five people, he or she can talk to each of them personally. This will allow you to better understand the mood of the team, clarify motivation and existing problems. In such a situation, the eNPS assessment may not be necessary.

As an organization grows, management becomes more complex and multi-layered. As a result, feedback from lower-level employees becomes increasingly difficult to reach the top management. In such a case, eNPS assessment allows managers to stay informed, see the full picture at all levels, identify and eliminate emerging problems.