Employee promoter score: a new metric

14 ottobre 2013


In the same way as customer loyalty is something organizations and businesses strive to achieve, employee advocacy is also emerging as important dimension in the “social business” transformation. It’s not just a matter of loyalty and commitment (as a capacity to retaining talents in the company) toward consumers, but is a relevant concept for corporate strategy in order to become more persona-organization fit and more attractive for new hires and talents. To measure this dimension, a new metric is presented and tested in a recent study. The concept and the metric of Employee Promoter Score (EPS) is derived from the well-known idea of “net promoter score’’, but instead of asking customers the question for the product or service they are buying (“would you recommend this product to a friend/family?”), the new organizational question asks employees if they would recommend their employers workplace. This question and measure, already used in employee satisfaction surveys by JetBlue, Vodafone, Symantec and other companies not only to measure the loyalty of their customers, but supposedly to measure the loyalty of their employees. A recent analysis focuses on the new metric attempting to test and verify the business relevance of this measure. As a result: “It was found that the Employee Promoter Score mostly is a measure of whether or not  employees are affectively committed to the organization. Next to this, the Employee Promoter Score also shows high correlations with person-organization fit (positive) and intention to leave (negative). Atmosphere in the workplace was mostly influencing the score. If there is more collegiality, people are proud to work for the organization and employees laugh a lot, the Employee Promoter Score rises. Vision and ambition, leadership and an acceptable level of workload are also important when rising the score as an organization, which means more affectively committed employees in the organization” (from Legerstee T., “Asking employees “the ultimate question”: Developing the Employee Promoter Score”, 2013).

Here the link to the paper:



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