Use NPS and eNPS consistently
Net Promoter Score (NPS) and Employee Net Promoter Score (eNPS) are widely used indicators of loyalty and advocacy. Understanding how these metrics work is essential if you want to interpret them correctly and use them consistently across surveys.
Recommendation-based metrics are useful because they provide a simple structure for benchmarking and tracking change over time. At the same time, they need to be understood in context to support better decision-making.
This video explains what NPS is, how eNPS differs, and how Enalyzer supports the use of these metrics in survey reporting. It also introduces the recommendation score and how NPS-style measures can be segmented and interpreted.
Used consistently, NPS and eNPS help organizations monitor loyalty trends, compare groups, and build a stronger understanding of customer and employee sentiment over time.
Chapters
00:00 Introduction
00:58 What is the NPS?
03:34 The eNPS
05:19 Understanding the NPS with Enalyzer
07:24 Recommendation Score
