While the most traditional NPS solutions are aimed at discovering the number of promoters and detractors associated with your brand, the basic structure and process of the Net Promoter Score can easily be adapted to other metrics. The effectiveness of new campaigns, specific products, logos, web pages, store locations and even individual teams or employees can all be tracked with NPS.
Similarly, employee satisfaction with your company plays a key role in the employee experience and directly impacts revenue and growth. The employee Net Promoter Score (eNPS) follows a similar structure and scoring system to the standard NPS, but instead asks your organisation’s current employees how likely they would be to recommend the company as a place to work. Some companies will also include a second, open-ended question allowing the respondent to elaborate on their answer.
Correctly implemented, NPS in all its various forms help businesses understand what is working. A high NPS further validates current strategies and processes and a low NPS means that the brand may have to re-evaluate some of its elements.