Employee Net Promoter Score (eNPS)
The percentage of employees who would recommend the MSP as a place to work minus the percentage who would not.
Formula
% Promoters (9 to 10) − % Detractors (0 to 6)
Why Track It
Engagement falls before people resign. eNPS gives the owner a quarterly read on the team while there is still time to fix workload, pay or management problems.
How It Is Measured
Run an anonymous survey each quarter or half year asking how likely staff are to recommend the MSP as a place to work, 0 to 10. Promoters score 9 or 10, detractors 0 to 6. Subtract detractor percentage from promoter percentage. Keep responses anonymous and report only groups of five or more.
Constraints
Small teams make anonymity hard and the score volatile. It shows that something is wrong, not what; pair it with an open comment question.
Measurement Note
AIHR calls anything above zero acceptable, 10 to 30 good and 50 to 70 excellent. AIHR also recommends comparing against your own previous results rather than other companies.
Referenced In
Related KPIs
More in People
How productive, stable and engaged the team is. These numbers show whether the MSP has the right headcount and whether it is burning out the people who deliver the service.
- Employee Turnover RateOperations Manager
- Service Multiple of WagesService Manager
- Service Revenue per EmployeeOwner
- Technician Billable UtilizationService Manager