We recently completed our internal Net Promoter Score (NPS) survey, and we're pleased to announce that this year, we achieved a score of +65. This is a great opportunity for us to reflect on our organisation's overall sentiment and look at the positives and areas for improvement.
What is NPS and why it matters?
As a refresher, the Net Promoter Score (NPS) is a metric that measures customer (or, in this case, employee) loyalty and satisfaction by asking one key question: "How likely are you to recommend our company to a friend or colleague?" Respondents are divided into three categories:
- Promoters (score of 9-10): Enthusiastic supporters who are highly likely to recommend.
- Passives (score of 7-8): Satisfied but not likely to actively recommend.
- Detractors (score of 0-6): Unhappy and unlikely to recommend.
The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters, yielding a score between -100 and +100.
A closer look at our +65 NPS score
A score of +65 means that a significant portion of our team are promoters—those who believe in our company's direction, culture, and practices.
Here are some testimonials from this year's NPS survey:
- 'Zooma is a great place where your well-being and opinions matter.'
- 'Visionary leader, knowledgeable and fun colleagues, caring culture, exciting projects, and more.'
- 'The curiosity and the possibility to partly decide how to approach different tasks and challenges is positive. The flexibility to work remotely is also excellent.'
NPS journey: Insights from the last years
Over the years, our Net Promoter Score (NPS) has seen some fluctuations, reflecting both the challenges and successes we have experienced. In 2018, we achieved a commendable score of +82, indicating a solid period of employee satisfaction and loyalty. This was followed by a peak score of +88 in 2020, a year in which many organisations faced unprecedented challenges, demonstrating our resilience and strong internal culture. However, the following years saw some fluctuations, with scores of +77 in 2019, +75 in 2021 and +39 in 2022, indicating areas where we needed to refocus our efforts. Fortunately, our hard work paid off, and we scored +65 in 2024. This result represents an improvement and a positive trend, reflecting our ongoing commitment to improving our working environment and handling feedback effectively.
Why share NPS scores publicly?
At Zooma, we believe in the power of transparency. Publishing our internal NPS score is part of our commitment to openness. As discussed in our blog article on why companies should publish their NPS scores, doing so builds trust and reinforces accountability. It's also a great way to show our stakeholders we're committed to continual improvement and providing a supportive workplace.
Looking ahead
Moving forward, we aim to maintain this momentum, listening to employee feedback and continually evolving our internal practices. Our goal next year is to push it even higher, striving for a workplace where every employee is a promoter.
If you want to learn more about internal and external NPS, read our resources on the topic.
Here's to another year of collaboration, growth, and employee satisfaction.
