How do you test and optimize your employee NPS survey over time to ensure its validity and reliability?

1 Define your goals and audience

Before you design and launch your eNPS survey, you need to have a clear idea of what you want to achieve and who you want to reach. What are the main objectives of your survey? How will you use the results to inform your decisions and actions? Who are the key stakeholders and segments of your workforce that you want to include and compare? Having a clear purpose and scope for your eNPS survey will help you craft relevant and meaningful questions, as well as select the best frequency, timing, and distribution channels for your survey.

2 Keep it simple and consistent

The eNPS survey is based on one core question: How likely are you to recommend this organization as a place to work to a friend or colleague? This question is rated on a scale of 0 to 10, where 0 is extremely unlikely and 10 is extremely likely. The respondents are then classified into three groups: promoters (9-10), passives (7-8), and detractors (0-6). The eNPS score is calculated by subtracting the percentage of detractors from the percentage of promoters. To get more insights, you can also add one or two open-ended questions that ask why the respondents gave their rating and what they would suggest to improve the organization. However, avoid adding too many questions or changing the wording or format of the core question over time, as this can reduce the response rate, confuse the respondents, and compromise the validity and reliability of your data.

3 Test and pilot your survey

Before you send out your eNPS survey to your entire workforce, you should test and pilot it with a small sample of employees. This will help you check for any technical issues, errors, or ambiguities in your survey, as well as get some initial feedback on the content and design. You can also use this opportunity to measure the response rate, completion time, and distribution method of your survey, and make any adjustments if needed. Testing and piloting your survey will help you ensure that your survey is easy to access, understand, and complete, and that it meets your goals and expectations.

4 Analyze and benchmark your data

Once you have collected your eNPS data, you need to analyze it and benchmark it against your own goals, previous results, and industry standards. You can use various tools and methods to visualize, filter, and segment your data, such as dashboards, charts, tables, and cross-tabs. You can also use qualitative methods, such as text analysis, to extract themes, sentiments, and suggestions from your open-ended questions. By analyzing and benchmarking your data, you can identify your strengths and weaknesses, track your progress and trends, and compare your performance and practices with your peers and competitors.

5 Act on your insights and communicate your results

The most important step in optimizing your eNPS survey is to act on the insights you have gained from your data and communicate your results to your employees and stakeholders. You should use your data to inform your action plans and initiatives to improve your employee engagement, satisfaction, and retention. You should also share your results, feedback, and actions with your employees and stakeholders, and thank them for their participation and input. By acting on your insights and communicating your results, you can demonstrate your commitment to listening to and valuing your employees, as well as foster a culture of continuous improvement and feedback.

6 Review and refine your survey

Finally, you should review and refine your survey over time to ensure its validity and reliability. You should evaluate the effectiveness and impact of your survey, as well as the actions you have taken based on your data. You should also solicit feedback from your employees and stakeholders on the survey process, content, and outcomes. You should use this information to make any necessary changes or improvements to your survey design, frequency, distribution, analysis, or communication. By reviewing and refining your survey over time, you can ensure that your survey is relevant, accurate, and useful for your organization.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?