This article will cover:
- Viewing the engagement and driver scores
- Switching between average and NPS mode
- Benchmarking the engagement score
- Viewing the engagement and eNPS scores over time
- What is the eNPS score
- How the eNPS score is calculated
- Recommended use for the eNPS score
- Comparing eNPS score vs. the average score
- Calculating an eNPS score using multiple engagement questions
1. Viewing the engagement and driver scores
The engagement or driver score is the large number in bold at the top of your dashboard. The main score is the average of the questions relating to that driver specifically. You can see the question list by hovering over the question mark tooltip above the score.
When you log into Peakon you will typically be viewing your team scores meaning that the engagement score will refer to how your team has answered the main engagement question “How likely is it you would recommend [company name] as a place to work?”
If additional engagement questions are contributing to this score, you can also click on the Outcomes icon beside the main score. You will then see a more granular view of the scores for those questions that are considered outcomes associated with employee engagement. Together with the main engagement question, these outcome questions make up the composite engagement score. For other drivers, click on the Sub-drivers icon to see the scores for the associated sub-driver questions.
2. Switching between average and NPS mode
The engagement score will either be the average score out of 10 or the eNPS score. It’s possible to switch between the two scores types by selecting either the “NPS” or “Average” icon at the top right of your screen.
The NPS distribution of promoters, passives, and detractors is displayed beneath the engagement score, making it possible to see the percentage of employees that are most or least engaged.
3. Benchmarking the engagement score
The benchmark will also be shown beside the main engagement or driver score. This will provide an indication of whether the score is above or below the benchmark. Typically, the organisation engagement score will be benchmarked externally, while all segment scores will be benchmarked against the company score.
When True Benchmark is enabled, clicking on the “True Benchmark” icon (adjacent the main score at the top of your dashboard) opens up the benchmark side pane detailing the segment being benchmarked against along with any adjustments made.
4. Viewing the engagement and eNPS scores over time
The score over time section gives trend data of how the score has changed since the last time it was calculated. The graph will also show the scores for the most recent survey rounds. Clicking on the “Expand” icon opens up additional options to:
- Track the score against the benchmark. The dotted line on the graph represents the benchmark
- Select the timeframe. Choose from one of the following options in the timeframe selector: Last month, Last quarter, Last year, All
- Add and track the outcomes or sub drivers on the graph by toggling to the on position the individual outcomes or sub-drivers
5. What is the eNPS score?
Net Promoter Score became the gold standard of customer loyalty through its ability to predict real-world behaviours. In the same way, employee Net Promoter Score (eNPS) is quickly becoming the most widely-adopted measure of engagement in organisations.
The ubiquity of NPS often makes introducing the platform to all levels of management easier. However, it’s worth remembering – and potentially communicating to your team when rolling out Peakon – that eNPS is likely to return significantly lower scores than customer NPS. Quite simply, people tend to hold their place of work to a higher standard than the services they purchase.
The question used causes people to consider many factors that influence engagement (satisfaction with the organisation’s culture, work environment, career prospects, brand) and apply them to a very simple decision making process.
“How likely is it you would recommend [Company Name] as a place to work?”
Employees answer this question on a 0 to 10 scale. The groupings of responses will be familiar to those who’ve worked with NPS before, however below we define the behaviours associated with these categories from an engagement perspective:
These employees have major reservations about their role in the organisation. As a result, they actively divest themselves from their work. This disengagement greatly reduces performance, eats at the morale of others, and often creates an unattractive image of the company to the public. There are often clear, common problems, causing disengagement in teams. A manager's Peakon priorities will identify and promote action towards addressing these issues.
While not actively disengaged, these employees are still held back from applying their full-selves at work. Reviewing the engagement feedback of passives often reveals concerns (“It’s a great place to work, but…”) and is helpful to demonstrate why even though 7s and 8s are positive scores, improvements can be made. Passive employees are often not subpar performers, yet they are typically cruising. Prolonged neglect of issues can lead to passives becoming detractors, as they fall out of touch with the organisation.
Promoters are highly engaged with the organisation and their role. They approach work with energy, enthusiasm, and resilience. They take it upon themselves to go beyond expectations and to continuously improve how things are done. Internal ambassadors for the business's goals, they boost morale of those around them, while also spreading a positive message to those outside the business. Peakon data has shown that promoters are seven times more likely to stay with a business over the next three months than detractors.
6. How the eNPS score is calculated
The categories of respondent are designed to be used in the calculation of an eNPS. Green: promoters (9-10 score), yellow: passives (7-8) and red: detractors (0-6 score). The eNPS is calculated by subtracting the percentage of detractors from the percentage of promoters. Often the percentage of promoters, passives and detractors is rounded up. For example, if the percentage of promoters was 30,64275037369208% it would be displayed on the dashboard as 31% promoters. In such cases, the original percentage is used for the calculation, instead of the rounded up number, in order to maintain precision.
Passives count towards the total number of respondents, so can push the overall net score towards 0 by diluting the proportion of promoters and detractors. Scores can range from -100 to 100.
7. Recommended use for the eNPS score
When looking to increase engagement using eNPS it is important not to pull apart the metric (e.g. “how can I turn passives into promoters?"). Worse still is to game the system by telling employees “if you’re happy, you should score us 9 or 10”. The strength of eNPS is its strong prediction of behaviours (e.g. performance and retention). Being “happy” or giving a “good” score is a falsification of eNPS. “Good” in engagement terms, is not good enough. Falsely improving the score will not deliver the real-world benefits associated with it, and will therefore invalidate the usefulness of the data.
We recommend focusing your improvements on the priorities that Peakon identifies for each manager, and addressing these in a way as to benefit everyone in a team. Tracking the resulting movements in eNPS will quickly demonstrate the effectiveness of changes. Another value of eNPS is that it fluctuates to a far greater extent than averages scores, enabling managers to take an iterative, test and learn, approach.
8. Comparing eNPS vs. the average score
Peakon also displays the result to the eNPS question as an average – ranging from 0 to 10. It's worth noting that eNPS and this average score are not designed to be comparable metrics. You could be above or below a benchmark in one measurement, but not the other.
Often this is caused by many employees answering 7 or 8 to the eNPS question, which places them as a passive. This could help towards an above average engagement score of, for example, 7.8, but as these are passives in the eNPS calculation they do not contribute to that score.
9. Calculating an eNPS score using multiple engagement questions
When calculating the overall eNPS score, the following steps are taken:
- We take the latest score for each employee and engagement question
- We average the engagement question scores for each employee, giving each employee a single engagement score
- Each employee's single engagement score is converted to the eNPS scale (scores of 0-6 are detractors, 7-8 are passives, and 9-10 are promoters)
- The number of promoters, passives and detractors is converted into an overall eNPS score using the standard methodology
For example, if someone has answered the core engagement question with a 7, the loyalty question with an 8 and the belief question with a 9, then the average will be 8.0. As this is exactly 8 the employee will be classified as a passive.