🎯 The eNPS Shift: The Smarter Way to Improve eNPS

​

↓

Hi Friends!

Since last week's economic update, we have seen the US tariffs unravel the markets and shake the world.

So, a question for you:

How is it affecting your workplace?

Today, however, I would like to speak about eNPS.

Or more so, what to do with that thing?

You just closed your engagement survey. You’ve got a number on the screen—maybe it’s better than last month's, maybe not.

Either way, you’re being asked the same question:

Most people instinctively zoom in on the extremes:

“How do we turn our detractors into promoters?”

However, that’s a trap.

The real power in eNPS isn’t about chasing 10s.

It’s about understanding where people are on the edge—and helping them take the next step forward.

In this issue:

• Quick eNPS Refresh
• eNPS strategy
• How to focus on comments
• And, why it all matters

Let's go!

📊 Quick refresher: What is eNPS?

eNPS is calculated from one simple question:

Responses fall into three buckets:

• Promoters (9–10) → Enthusiastic advocates
• Passives (7–8) → Generally satisfied
• Detractors (0–6) → Disengaged or frustrated

The final score is:

eNPS = % Promoters – % Detractors

In other words, it tells you how many more promoters you have than detractors.

Yes, this score is not ideal.

But... if you ever correlated eNPS with actual engagement, you know just how highly the two measures are correlated.

Okay, let's not get onto the strategy....

The smarter eNPS strategy? Move the middle.

Instead of trying to reach people on the extremes, focus on the more realistic—and powerful—shifts:

🟠 6 → 7 (Detractor → Passive)

These folks aren’t loudly disengaged. But if you do not move them to neutral, they will continue in their spiral of negativity to 0.

Their comments sound like:

They don’t need a culture overhaul.

They need more clarity, better communication, and some visible action.

In other words, the issues they bring up are actionable and do not represent a fundamental dissatisfaction with the company that true detractors have.

Small, practical fixes will help them walk off the ledge—and your overall score will move meaningfully forward.

🔵 8 → 9 (Passive → Promoter)

Your 8s like the company.

They believe in the mission.

They’re almost there.

But something’s keeping them from becoming full advocates:

These people are generally, satisfied.

They are also telling you exactly what will make them happy.

Again, a few small fixes will move them forward.

But how do I know what to do?

The comments are where the gold is.

But only if you read them through the right lens.

👉 Don’t get stuck in the volume. Look for actions.

🔁 The Shift That Actually Changes Culture

I wanted to take a moment to actually demonstrate what this strategy can yield:
​
Let’s say you just ran your engagement survey and got the following breakdown:

• 30% Promoters (9–10)
• 50% Passives (7–8)
• 20% Detractors (0–6)

Your current eNPS score is:

30% – 20% = +10%

Now you take action:

• You move 10% of Detractors (2 people out of every 20) into the Passive group
• You also move 10% of Passives (5 people out of every 50) into the Promoter group

Your new breakdown would be:

• 35% Promoters
• 47% Passives
• 18% Detractors

Your new eNPS score?
​35% – 18% = +17%

📈 That’s a 70% improvement to your eNPS score—by making realistic, incremental shifts.

That’s the real shift.
And that’s the work worth doing.

Until next time,

K

Whenever you’re ready, there are 2 ways I can help you:

#1

If you’re still looking to get started in People Analytics, I recommend starting with my affordable course:

​Practical People Analytics: Build data-driven HR programs to 10x your professional effectiveness, business impact, and career. This comprehensive course will teach you everything from building an HR dashboard for business results to driving growth through more advanced analytics (i.e., regression). Join your peers today! ​
​

#2

If you are looking for support in your human capital programs, such as engagement, retention, and compensation & benefits, and want to take a more data-driven approach, contact me at Tskhay & Associates for consulting services. Or simply reply to this email!