Glossary
eNPS
eNPS is the same question turned inward: how likely are you to recommend this company as a place to work, scored zero to ten, promoters minus detractors. It is a cheap way to take the temperature of a workforce twice a year. It is not a substitute for the conversation, and a company that runs it quarterly without acting will watch participation fall faster than the score.
01
Reading an employee score honestly in a small company
Twice a year at most, and never on a weekly board. The people rows that do belong there are the ones a leader controls: scheduled one-on-ones actually held, seats open, new hires with a written ninety-day plan. Those move every week, and they are usually what an eNPS result turns out to have been measuring all along.
In a company of thirty, anonymity is a promise you cannot really keep and everybody knows it. Scores come back higher than the truth, and the useful signal is in who did not respond. Run it if you will act on it, publish what you heard and what you are changing, and expect the second round to be more honest than the first.
Worked example: A forty-person agency ran eNPS twice, scored twenty-two and then twenty-six, and concluded things were fine. Participation had gone from thirty-four responses to nineteen. The account team, where two people had resigned that quarter, accounted for most of the drop. The number said nothing useful and the missing responses said everything.
Sources: klipfolio.com/kpis/human-resources; netpromotersystem.com/about/employee-nps
Net Promoter Score
Net Promoter Score asks how likely a customer is to recommend you on a scale of zero to ten, then subtracts the detractors from the promoters.
02Employee turnover
Employee turnover is the share of staff who left in a period, usually a year: leavers divided by average headcount, split into voluntary and involuntary.
03Metric
A metric is any measurement your systems can produce: page views, tickets closed, average order value, headcount, days since the last accident.
04KPI examples by department: sales, ops, finance, HR
Concrete KPI examples for each department in a small company, tagged leading or lagging and weekly or monthly, to help you build a Scorecard that works.
Start with a real question
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