The 5-point scale uses agreement levels (Strongly Disagree to Strongly Agree), while the 11-point scale uses a likelihood rating (0-10). The 11-point scale allows for more granular measurements and better comparison to customer NPS scores.

You may notice a change in your historical eNPS score when switching scales. We recommend treating the first 11-point eNPS survey you run as a new baseline, rather than comparing it directly to previous 5-point scale results.

No, you can only choose one eNPS scale per survey. However, you can still include a 5-point "recommend" question (I would recommend %ACCOUNT_NAME% as a great place to work) as part of your Engagement factor, while using a separate 11-point eNPS question. While this approach results in some overlap or "double up" in the type of feedback you're gathering, it allows you to maintain consistent engagement metrics for comparison over time.

eNPS and favorability scores represent different things - eNPS represents likelihood to recommend, while favorability reflects positive sentiment. The main differences are:

To do this, you'll need to contact Culture Amp Support. Just reply with "Ask a Person" in a support conversation to speak with a Product Support Specialist.

Yes, but this will also need to be arranged by our support team.

If you haven’t used eNPS before, our People Science team recommends continuing to use the Engagement factor (including the 5-point "recommend" question) or a 5-point eNPS question as your primary employee sentiment metric.
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Maintaining a consistent response scale throughout an employee survey improves the validity and reliability of results, as it reduces cognitive load on respondents and prevents confusion when switching between different scales. However, the 11-point scale may be beneficial if you need to align with customer NPS methodology, or if stakeholders specifically request the standard NPS approach.

If you're implementing the 11-point eNPS scale, the most important communications will focus on understanding and sharing results, rather than the survey experience itself. Consider these practical communication strategies:

It is a commonly known statistical recommendation that when it comes to self-report scale metrics for an important outcome, we are far better off using a multi-question approach (we combine 4-5 questions into a single index for Engagement, for example).
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Even within customer and market research studies have shown that using multiple questions is more reliable and accurate than using a singular NPS-type metric or question. Our own data observations tell us that single-item outcome measures result in weaker statistical outcomes and reliability.
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Reliability levels (Cronbach's Alpha) shown as the number of questions in an index is reduced. Reliability below .70 is often considered questionable. NB, It is not possible to even calculate reliability for single-item measures.
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We recommend that people using eNPS, for whatever reasons, still use Engagement or other multi-item outcome measures for the primary analytics in their surveys. These measures will be more reliable over time (i.e., not move around as much due to random noise), provide stronger and more reliable statistical signals in analyses such as driver/impact analyses, and have stronger relationships with turnover metrics, etc.

Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.

Yes. It will be technically possible to set your 11-point eNPS factor as the index factor and main measure for the survey, though it is not recommended as outlined in the FAQ above.