eNPS is internal employee equivalent of the normal NPS used in b2b / b2c. This playbook will show you a simple way to create and report on eNPS within your company. The goal is to measure employee loyalty by asking if they would recommend their own workplace as a workplace for others.
NB: IF you do not have eNPS as a module in your Actimo platform please reach out to support@actimo.com.
Below you see the flow I created for using eNPS from the perspective of the employee.
Pro tip: I added a Gif at the top of the Message with a bit of interactive graphics and text. Feel free to add your own banner or images.
Build your eNPS
Create a Survey Message and give it a title. I chose "Q1 23' eNPS" to highlight for user that it is this quarter's eNPS.
Add a banner image at the top (if you wish).
Add the NPS module and set the score from 0-10 with interval of 1. Also make it required and add the text "How likely is it that you would recommend Kahoot as a workplace to others?".
This is my preferred eNPS text. There is also a version adding "recommend to family and friends", but I have often heard that people say " I wouldn't work with my family", so it becomes a lot less complicated by having "others". Anyway, you decide.
Now add a page at the bottom of the message. The button on your front page will now say "next". I chose to change it to "Submit score" to make it clear that you are now adding score.
On the second page add a text field with the text "Please elaborate on your score? All answers are anonymous and will help us improve our workplace 🥳".
Add a feedback module and remove the required field. Otherwise you will get a lot of ".", "x" etc.
Consider changing the after submission text on your Submit button by editing it. I chose "Your answers have been submitted. Thank you.".
IMPORTANT! To make the survey anonymous you have to tick the "anonymise message statistics" on the publish page advanced settings.
Send the survey to yourself to test the flow. If you wish not be a part of the eNPS score for the real send-out, you can simply duplicate it and you will have fresh analytics.
Reporting
Once you have send your Survey you will be able to report on the eNPS score.
Go to Analytics and see the overall score on the page. This is your overall Company eNPS.
You can also send results to others by sharing a report at the top of the analytics page. Remember you can remove the access to the report again if needed.
Advanced reporting
Often it will be relevant to drill-down the eNPS internally. What is our eNPS per store, department etc.
Actimo lets you download a report Grouped by a data field in your system. Go to Analytics and click "Create Report".
I chose the following settings and grouped it by department.
Please be aware that as we are anonymising the survey it comes with a threshold of 3 answers or more before you can see data grouped. Otherwise it would be fairly simple to see who had answers what. This means that you will not see a department submission unless 3 or more from the same department etc. has answered. See two example below.
With 5 answers from department Customer Success.
5 answers coming from different departments
Once you have your report you can calculate your own eNPS per department.
Use the calculation I eNPS = (Percentage of Promoters - percentage of Detractors)
We have taken the liberty of creating an Excel calculation you can grabbed and downloaded here.
You only have to fill in your data and change the yellow cell with department to make the calculation react to your chosen data value.
Pro tip: You could also go deeper into your excel calculation and make the excel calculate all departments at once based on a list of your values. If you do please share with us.
Want us to solve a problem for you?
This challenge was given to our Customer Success Team by one of our amazing customers. If you are sitting with a challenge you would like is to pick up and take on, then please write me at support@actimo.com.
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