What is Net Promoter Score (NPS)?
The Net promoter Score metric is a measure how satisfied are your employees with organisation, team or manager. It is calculated on a scale of -100 to 100 on how likely are employees to recommend your organization, team or manager. The Net Promoter Score helps organisations assess employee loyalty and how well are employees responding to the culture in place.
Why does NPS matter?
NPS can be used as a predictor of organisational growth. When your company’s NPS is high, you know you have a motivated workforce that aligns with your organisational culture. Such employees are likely to act as evangelists for your brand, fuel positive growth.
📌 The metric ‘NPS Across Demographics’ is available for Tenure, Pulse and Exit survey types. The nature of the information displayed and the calculations employed are the same.
What information is available in the NPS across demographics slide?
1. Title of the Report
The title of the report gives you essential information such as:
the data source the report is generated from,
the metric which is present on the slide,
the demographic data that is grouped by,
the display layout (Top vs Bottom or List View) and
the time period in which the data is captured.
The NPS element whose score is being reported will also be called out in the title.
In the example mentioned above, Tenure is the data source, NPS is the metric presented on this slide, Grouped by Country is the demographic data, Chats Sent between is the criteria, and 24 Aug 2022 to 24 Aug 2023 is the time period. The NPS element whose score is report is "Net promoter Score (NPS)'. Only the latest response of all employees to the NPS question will be considered for computation.
💡 The demographic data, chat count, display layout, sorting, past period comparisons, and organization NPS can be configured at the time of report creation.
2.1 Demographic Data
The demographic data section provides information on the demographic chosen for comparison, the cut-off for the Demographic values to be displayed on the slide as well as the sorting.
In the example mentioned above, the Demographic chosen is Country, the cut-off applied is those demographic values with at least 1 respondent, and the sorting chosen is NPS (high to low).
💡 The user generating the report will have the option to choose the demographic, the minimum cut-off as well as the sorting that’s applied.
2.2 Organization NPS
Organization NPS is the combined response of all current and ex-employees in the organization for the stated period. The formula used to compute organization NPS is same as above.
💡 For instance, if 100 people are part of the organization and 30 people in your department, and assume everyone has responded to the NPS question, NPS is calculated using responses from 30 people in your department. Organization NPS is calculated using responses from all 100 people in the organization.
📌 This section does not apply to Pulse survey type.
2.3. Demographic entity with the highest percentage of Promoters
The demographic entity which has the highest percentage of promoters for the given demographic criteria is called out along with the total number of respondents tagged to that demographic element whose latest response is considered.
In the example above, KSA is the country that has the highest percentage of promoters (90%). And the NPS is based responses from 6 respondents within the given reporting period.
💡 What happens when multiple entities on the list have the same highest percentage of promoters?
When multiple entities have the same highest percentage of promoters, that entity is chosen which has the highest number of respondents.
2.4. Demographic entity with the highest percentage of Passives
The demographic entity which has the highest percentage of passives for the given demographic criteria is called out along with the total number of respondents tagged to that demographic element whose latest response is considered.
In the example above, India is the country that has the highest percentage of promoters (22%). And the NPS is based responses from 70 respondents within the given reporting period.
💡 What happens when multiple entities on the list have the same highest percentage of passives?
When multiple entities have the same highest percentage of passives, that entity is chosen which has the highest number of respondents.
2.5. Demographic entity with the highest percentage of Detractors
The demographic entity which has the highest percentage of detraactors for the given demographic criteria is called out along with the total number of respondents tagged to that demographic element whose latest response is considered.
In the example above, New Zealand is the country that has the highest percentage of promoters (30%). And the NPS is based responses from 31 respondents within the given reporting period.
💡 What happens when multiple entities on the list have the same highest percentage of detractors?
When multiple entities have the same highest percentage of detractors, that entity is chosen which has the highest number of respondents.
3. Display Layout
The slide can be summarized by categorizing data either as 'Top vs Bottom' performing values or as a List.
Top vs Bottom view
Selecting the 'Top vs Bottom' view shows comparisons between the top-performing entities and the least-performing entities within the demographic. A minimum of 3 and a maximum of 50 demographic entities can be displayed in the ‘Top vs Bottom’ view. This can be configured at the time of report creation.
💡 If there are fewer than or equal to 2 demographic entities in Top or Bottom views, the 'Top vs Bottom' view automatically changes to a 'list view'.
📌 The thresholds for classifying demographic elements as Top or Bottom is configurable. The default configuration are:
A demographic will be classified as Bottom Demographic when NPS lies between (-100) - (+10)
A demographic will not be categorised as top or bottom when NPS lies between 11 - 39
A demographic will be classified as Top Demographic when NPS lies between 40 to 100
Please contact your Amber SPOC to customise them.
List View
Selecting the ‘List View’ shows all the entities within the demographic as a List as shown in the image below. A minimum of 3 and a maximum of 100 demographic entities can be displayed as a List. This can be configured at the time of report creation.
The ‘List View’ can be sorted by:
(i) Engagement Score: High → Low or Low → High
(ii) Volume of chats: High → Low or Low → High
(iii) Demographic Values: a→z or z→a
Columns in the slide
Demographic
This represents the demographic chosen for comparison. For Example, the demographic chosen in the image is Country. In this column, all the demographic elements (countries in this case) defined in the system will be listed here if the people tagged to the countries have responded to NPS question.
📌 If none of the members within a demographic were reached out during the reporting period, that country will not be listed on the screen
📌 The total number of people who were NOT tagged to any demographic is called out on the slide so that people interpreting the slide can factor this information and any corrective measures can be taken to address such gaps.
Respondents
Respondents here refer to people who have responded to NPS questions during the period. Only the latest response of each employee will be considered for NPS computation.
Net Promoter Score (NPS)
Net Promoter Score is computed using responses to NPS questions and is calculated as below:
NPS = % promoters - % detractors
Where:
% Promoters = percentage of employees who have responded with a response of 9 or 10, on a scale of 10
% detractors = percentage of employees who have responded with 1,2,3,4,5 or 6 on a scale of 10.
💡 Note:
To compute the Net Promoter Score, only the latest response of each employee to NPS questions are considered.
When configuring the slide, the report creator must choose the NPS Element, whose score will be reported in the slide. The chosen NPS element is called out in the footer of the slide.
The Score Range is from -100 to +100
Delta
The Delta column here refers to the Past Period Comparison, which allows you to compare the NPS of the current period to that of the previous period to better understand the difference in scores. NPS calculation for the past period also follows the same calculation formula stated above.
Delta = Response Rate of the current period - Response Rate of the past period.
A positive number is indicated with a green triangle, while a negative number is indicated using a red triangle.
Two types of past-period comparisons can be configured:
Comparison with the immediately preceding period This considers the same timespan before the current reporting period. If the current period is for 1 quarter, 1 month, or 43 days, the past period will also consider the same time frame ending just before the current period starts. In the current example, the past period is 1 year before the report was created and the dates arrived at are 24 Aug 2021 to 23 Aug 2022.
Comparison with the same date and month, but in the previous year Similar to the above option, we consider the same span of time, but one year ago (irrespective of how long the period is). So, in the current example, if the reporting period is 01 Aug 2022 to 31 Aug 2023, the past period would be 01 Aug 2021 to 31 Aug 2022.
⚠️ 'Comparison with the same date and month, but in the previous year' option is available only when the reporting period is 1 year or less.