Employee Net Promoter Score (eNPS) in allied health private practice

Net Promoter Score (NPS) is a widely used customer loyalty and satisfaction metric that measures how likely customers are to recommend a business, product, or service to others.

Learn how NPS can be used in allied health private practice here.

NPS can also be used internally to measure employee satisfaction and engagement, often referred to as Employee Net Promoter Score (eNPS).

 

How eNPS works

[membership level=”1,2,3,4,8″]Instead of measuring client loyalty, eNPS gauges how likely employees are to recommend the company as a great place to work. The typical question asked is:

On a scale of 0 to 10, how likely are you to recommend [company] as a great place to work?

Employees are then categorised similarly to the traditional NPS model:

  • Promoters (9-10): Highly engaged employees who love their workplace.
  • Passives (7-8): Neutral employees who are satisfied but not highly engaged.
  • Detractors (0-6): Unhappy employees who may be disengaged or considering leaving.

 

NPS Formula

The formula is the same as customer NPS: by subtracting the percentage of Detractors from the percentage of Promoters:

eNPS = (% Promoters − % Detractors)

The result is a score ranging from -100 to +100. A higher score indicates a stronger likelihood of client referrals and satisfaction.

 

What is a good eNPS?

  • Above 0: More promoters than detractors, a positive sign.
  • Above 30: Indicates good employee satisfaction.
  • Above 50: Strong employee engagement and a healthy workplace.

 

Why use eNPS?

  1. Measures team satisfaction: Provides insight into workplace engagement.
  2. Identifies areas for improvement: Helps address employee concerns before they escalate.
  3. Predicts retention and culture strength: High eNPS often correlates with strong culture and lower turnover.
  4. Simple and actionable: Easy to track over time and benchmark.

 

Best practices for implementing eNPS

  • Ensure anonymity: Employees are more honest if their responses remain confidential.
  • Follow up with detractors: Understand their concerns and take action.
  • Engage promoters: Encourage them to help improve company culture.
  • Track trends over time: Measure eNPS regularly to monitor progress.
  • Combine with qualitative feedback: Ask an open-ended follow-up question like, “What could we do better?”