If you’re reading me in 2020, you’re probably already working on improving your People Experience. That means that you’re investing in your Candidate Experience and Employee Engagement. If that’s the case, you’ve certainly heard of the NPS metric before. But what is it, really? And how do you calculate it?

The Net Promoter Score (NPS) is an index that runs from -100 to 100 and shows you how willing someone is to recommend your company to others. Without a doubt, you’ve already seen the Net Promoter Score question at least once. It’s a quantitative query formulated as follows:

“How likely is it that you will recommend us to a friend or colleague?”

You can answer this question by filling in a score of 0 – 10, where 0 means very unlikely and 10 means very likely.

Divided into 3 categories.

The given scores by customers/recipients result in 3 categories.

Detractors

‘Detractors’ are respondents that have given a score of 6 or lower. They’re not very satisfied with the hiring or employee experience with you. There is a reasonable chance they’ll share their opinion of you with their network or even in a post on a review platform such as Glassdoor. It’s possible that they won’t purchase new products/services from you, either. This can certainly damage your Employer Branding. 

Passives

‘Passives’ are recipients that have given a score of 7 or 8. They probably won’t spread negative words on your business. You just shouldn’t count on them sharing enthusiastic recommendations about you with their network, either. It’s important to discover how to enthuse this group enough so that you can transform them into Promoters or learn how to satisfy those who yet have to come. Ask yourself: which aspects are holding them back from being completely happy?

Promoters