Glossary of Terms

Deepen your understanding to drive your expertise, and share with colleagues to enlighten ideas and inspire innovation. This glossary of terms will help to elevate clarity, and guide conversations that bridge gaps across teams of shared interest in customer centricity.

What is Employee NPS® (eNPS)?

Employee NPS, or Employee Net Promoter Score®, is a measure of an employee’s willingness to recommend their employer as a place to work to friends and family. Employee NPS is determined through a survey process and can indicate employee engagement and loyalty. Businesses can use results of eNPS surveys to identify ways to decrease employee churn and increase advocacy.

The concept of employee NPS is based on the Net Promoter Score that is typically used to determine customers’ likelihood to recommend a brand. Like NPS, eNPS measures responses to a single question, which for eNPS is: “On a scale of 0 to 10, how likely are you to recommend this company as a place to work?” To provide context for the scores, organizations should also provide text boxes on surveys so employees can explain their responses.

Employees who respond with 9 or 10, meaning they’re very likely to recommend their employer, are called Promoters. Those who respond with 0-6 are Detractors and employees who score the question with a 7 or 8 are Passives. The employee NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Passives are not used in the equation.

Because of the simplicity of the question, employee NPS can be a very easy metric to collect and track over time. For maximum effectiveness, eNPS should be collected regularly – perhaps quarterly or twice a year – and organizations should communicate results and the status of related improvement efforts to their employees. To get a more comprehensive view of what employees think and feel, employee NPS should be used in conjunction with other metrics such as employee satisfaction.

About NICE Satmetrix

NICE Satmetrix is the leading global provider of Voice of the Customer (VOC) software used by the world's most forward-thinking companies to analyze and transform their customer service interactions. Our Customer Journey-based solution combines and analyzes customer interactions, solicited feedback, and operational data at enterprise scale to uncover blind spots, increase customer satisfaction and improve agent performance.

With consumers reaching out to contact centers for more reasons than ever before, providing consistent and optimized experiences is central to fostering loyalty and increasing customer lifetime value. NICE Satmetrix VOC enables businesses of all sizes to grow the value of customer service touchpoints and operationalize customer feedback.

With NICE Satmetrix VOC, the top VOC solution for contact centers, contact centers get access to:

Integrations with NICE inContact CXone and the NICE portfolio of contact center solutions

  • Superior analytics
  • Digital omnichannel and hassle-free IVR integrations
  • Customer Journey-based design
  • One-stop-shop for all your contact center VOC needs

NICE Satmetrix is the co-creator of the Net Promoter Score® (NPS®), one of the best indicators of customer loyalty and predictors of business growth. We've instilled our deep knowledge of consumer behavior into our VOC software to make NICE Satmetrix holistic VOC a true one-stop shop for Voice of the Customer with a self-service solution that meets the needs of organizations of every size.

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