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The impact of an employee on the Net Promoter Score
The impact of an employee on the Net Promoter Score

Find out how an employee's impact on NPS works and how the calculation is done.

Bernard Genois avatar
Written by Bernard Genois
Updated over a week ago

The Net Promoter Score indicator is displayed in a general way on your dashboard. That is, it counts the scores of all employees on the dashboard. It is possible to see in the reports what impact an employee has on the Net Promoter Score. Discover in this article how to do it!

Table of contents :

How to see the impact of an employee on the Net Promoter Score?

To see the impact of an employee on the Net Promoter Score, click on "Reports" in the left menu and then on the "Employees" tab.

Click on an employee's name to see their individual report and their impact on the Net Promoter Score :

What does this indicator represent?

This indicator represents the impact of an employee on the company's Net Promoter Score. In other words, it represents the quality of experience that the employee provides to customers.

Depending on your company, this indicator can be very precise or very general. It is precise when the service is rendered to the customer by one or two people, and it becomes less precise when the service is rendered by a team of several people.

How is the Net Promoter Score calculated?

In terms of calculation, this indicator is based on a very specific question that asks the level of customer recommendation:

Depending on their response, customers fall into one of three categories:

  • Promoter (9-10)

  • Passive (7-8)

  • Detractor (0-6)

The NPS is calculated by taking the percentage of Promoters minus the percentage of Detractors (%Promoters - %Detractors).

The Net Promoter Score is between -100 and 100.


Advanced calculation

To adapt the Net Promoter Score to a specific employee, intelligence was added to the calculation in order to get as close as possible to reality. When there is an inconsistency, it is automatically corrected thanks to the intelligence and this allows the right score to be attributed to the right person.

Let's take the example of a company that evaluates its sales and its delivery of household appliances in the same questionnaire. The person in question is Vincent, a store sales specialist. One question is used to directly evaluate his in-store service, on a scale of 1 to 5.

  • If the customer is a Detractor, but rated Vincent 5/5 or 4/5, Vincent's NPS will not be affected by this Detractor.

  • On the other hand, if the customer is a Promoter and Vincent has a score below 3/5, his NPS will not be affected by this Promoter.

  • Similarly, if the customer is a Passive and Vincent has a score of 1/5 (worst score) or 5/5 (perfect score), his NPS will not be affected by this liability since the calculation takes into account the scores of detractors and promoters.

After removing the 'inconsistent' records, Vincent's Net Promoter Score is calculated with all remaining records. This way, if the delivery is poor in general, but the sales service is impeccable, the NPS of each one will be calculated as a consequence of their individual result.


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