eNPS FAQs

What is eNPS?

eNPS stands for 'Employee Net Promoter Score' and is based on the Net Promoter Score principals used by companies who want to gauge brand loyalty. With eNPS, your employees are your customers and how they feel towards your company is their brand loyalty. To gauge this, an eNPS survey will ask your employees one question:

‘On a scale of 0-10, how likely are you to recommend [brand/company name] to a friend?’

If they answer 0-6 then they are classed as a 'Detractor', 7-8 is a 'Passive', and 9-10 is a 'Promoter'.

One difference between NPS and eNPS is that you've got the ability to collect further feedback through the added, non-compulsory question:

‘Please tell us more about why you chose [score]?’

Why don’t I have the same reminders each time I configure an eNPS survey?

Reminders are related to survey frequency and depending on how long your survey lasts for will depend on how many reminders you can send. For example, a survey which is three months long will have the option for a reminder each month or no reminder at all. A longer survey will have more reminder options.

Why can’t I use reminders for my one-off eNPS survey?

The idea of one off the eNPS survey is that it’s only sent to employees once during a short time period. 

What does ‘Disabled’ survey mean?

When you disable a survey, it’s stopped and people can no longer submit responses. You can disable a survey completely or for a short period of time. Whilst disabled, survey related actions – such as the sending of reminders – will stop.

Is there a word limit on the free text section of eNPS

Yes, employees can enter a maximum of 1,000 words.

How many recipient emails can I add to ‘Responses in your inbox’ feature?

Unlimited! You can add as many recipients as you like.

Why can’t I create a second eNPS survey?

eNPS is based on one question, and one question only – ‘On a score of 1 to 10, how likely are you to recommend this company to a friend?’ And because of this, having two eNPS surveys live at the same time becomes redundant as they will be gathering feedback on the same topic.

Can I restart a finished survey?

We’re afraid not. Once a survey has finished – whether manually cancelled or at its scheduled end date – you cannot restart it. This is to save the data collected. You can, of course, create another survey with the same questions if you feel there's still more you need.

When does my eNPS survey expire?

If your survey is a one-off then you'll have entered the end date during its setup. If you selected your survey to be rotating then each cycle will finish in line with the selected period length. However, your entire survey will not expire if you click 'Finish'. Before then it will keep going on a new cycle.

When will my employees receive the survey?

By default, your employees will be sent the survey at 00:00 – the morning of the day chosen – and they will receive it within the hour. If you select, for example, 09:00 AM as the starting hour of the survey, your people will receive their survey during that hour.

How much does it cost to get eNPS?

For more information, speak with your Account Manager or Client Success Manager. 

When can I check the results of my survey?

Reporting is instant. As soon as people start responding to your survey then you’ll be able to start looking at the results.

What are Detractors, Passives, and Promoters?

Detractors give a score of 0-6 and are not at all likely to recommend your company to a friend. This gives a strong indication that they're unhappy and disengaged.

Passives give a score of 7 or 8 and are neutral. They’re not likely to recommend your company to a friend, however, they’re happy working for you.

Promoters give a score of 9 or 10 and are extremely likely to recommend your company to a friend. Employees giving this score are obviously happy to work for you and are engaged with the business.

How do you calculate the total eNPS?

To determine the company's collective eNPS, take the percentage of Promoters and subtract the percentage of Detractors. The result is the overall Employee Net Promoter Score. People who responded with a 7 or 8 are not counted as they’re considered neutral.

What is considered as a good eNPS score?

Anything between +10 and +50 is considered a good score.

Can I send eNPS to a specific group of people?

Yes! The eNPS survey can be sent to each one of the segments available for your program. Segments are created via registration questions/ data file upload. If you want to send the survey to another group (for example only to new starters for the company), create a new group by clicking on "Create new segment" and apply the rules/names that this segment should follow.

The counter shows that my survey is only being sent to 100 people yet I have 1000 employees – why is that?

Surveys will only be sent to those who are registered on your platform. This means the number you’re seeing is the total number of registered users as opposed to the total number of employees in your company.

To encourage take up, if you provide us with an employee data file with all email addresses on then we can preload these and send them to all employees. Speak with your Client Success Manager for information on how to do this.

How can I give another member of my team permission to create a survey?

Please get in touch with Client Support Team by emailing clientsupport@rewardgateway.com – who are available 24hours, Monday through Friday – if you’d like to give another person access to the survey tool, giving full information about their details.

How can I provide feedback or get training on how to use the product?

Talk to your Client Success Manager. They can help get you training and pass along feedback to the product team. 

I have accidentally deleted a finished survey. How do I get this back?

Don’t worry! This happens more than you’d think. Get in touch with your Client Success Manager or the Client Support Team – who are available 24hours, Monday through Friday – and they’ll be able to retrieve it for you.

I have set the preferences as anonymous and I’d still like to know the employee's name – can you give this to me?

We’re afraid not. When employees enter a survey anonymously, we don’t collect information on who completed it. If you’d like to know who has completed your survey, you can make your future surveys non-anonymous.

How can I see the results?

You can get a real-time report on all of your surveys from the ‘Listing Page’. From here, you can see the results of any survey by clicking on the ‘Tools’ menu and selecting ‘Reporting’.

I enter the Listing page but don't have option to create a survey. What's wrong?

Nothing. You just don't have the relevant permissions to do that. Most likely, the role Report viewer was assigned to you, so you are able to see reports only.

For extended rights, please contact the permission manager from your company or your Client Success Manager. 

Can I see the survey results on the SmartInsights™ app?

At present, this isn’t possible. Employee Surveys are a separate product from SmartInsights™. To see your results, go to the ‘Listing Page’ click on the ‘Tools’ menu and selecting ‘Reporting’.

Availability and Cost

The Employee Survey product is available to all clients in all countries. If you are a current Reward Gateway client you can use the eNPS Survey at no charge, simply contact your Account Manager. For further information and pricing contact any of our Consultants, Account Managers, or Client Success Managers.