[{"data":1,"prerenderedAt":608},["ShallowReactive",2],{"content:blog:\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company":3,"content:blog:list:posts":435,"content:data_authors:list:rows":604},{"id":4,"title":5,"author":6,"body":7,"canonical":392,"category":393,"date":394,"description":395,"draft":396,"extension":397,"faq":398,"image":414,"imageAlt":415,"keyword":416,"locale":417,"meta":418,"navigation":419,"noindex":396,"og":392,"path":420,"readingTime":392,"seo":421,"sources":422,"stem":429,"tags":430,"updated":394,"video":392,"__hash__":434},"blog\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company.md","How to run an eNPS survey in a 20-person company","farsad",{"type":8,"value":9,"toc":377},"minimark",[10,14,19,31,34,57,60,64,67,123,130,133,137,158,161,164,167,171,174,188,191,197,201,204,212,219,223,226,235,243,247,250,276,279,283,286,289,309,312,319,323,326,329,333,359,363,366,369],[11,12,13],"p",{},"To run an eNPS survey in a company of 20 people, ask one question, add one open comment box, tell the team how answers will be used, and send it every three months. Share what you learned and change something within two weeks.",[15,16,18],"h2",{"id":17},"what-enps-is","What eNPS is",[11,20,21,22,26,27],{},"eNPS is employee Net Promoter Score: customer NPS with employees as the audience. The standard wording from tinyteam is: \"On a scale of 0 to 10, how likely are you to recommend ",[23,24,25],"span",{},"Company Name"," as a place to work?\" Keep the wording fixed, the guide says, so scores stay comparable. ",[28,29],"cite-ref",{"n":30},"1",[11,32,33],{},"Answers sort into three groups:",[35,36,37,45,51],"ul",{},[38,39,40,44],"li",{},[41,42,43],"strong",{},"Promoters"," answered 9 or 10.",[38,46,47,50],{},[41,48,49],{},"Passives"," answered 7 or 8.",[38,52,53,56],{},[41,54,55],{},"Detractors"," answered 0 to 6.",[11,58,59],{},"The score is the percentage of promoters minus the percentage of detractors, from -100 to +100.",[15,61,63],{"id":62},"a-worked-example-with-20-people","A worked example with 20 people",[11,65,66],{},"Fernhill Labs has 20 people. Sixteen answer: 7 promoters, 6 passives and 3 detractors (made-up numbers).",[68,69,70,86],"table",{},[71,72,73],"thead",{},[74,75,76,80,83],"tr",{},[77,78,79],"th",{},"Group",[77,81,82],{},"Answers",[77,84,85],{},"Share of 16",[87,88,89,101,112],"tbody",{},[74,90,91,95,98],{},[92,93,94],"td",{},"Promoters (9 to 10)",[92,96,97],{},"7",[92,99,100],{},"43.75%",[74,102,103,106,109],{},[92,104,105],{},"Passives (7 to 8)",[92,107,108],{},"6",[92,110,111],{},"37.5%",[74,113,114,117,120],{},[92,115,116],{},"Detractors (0 to 6)",[92,118,119],{},"3",[92,121,122],{},"18.75%",[11,124,125,126,129],{},"The score is 43.75 minus 18.75, which is ",[41,127,128],{},"+25",". The response rate is 16 out of 20, or 80%.",[11,131,132],{},"Each answer is worth 6.25 points (100 divided by 16). If one promoter had been a detractor, the score would be 12.5 points lower. The tinyteam guide says a single response can move a small company's score by 5 to 10 points, and suggests following the trend over three or four rounds.",[15,134,136],{"id":135},"step-1-decide-what-you-will-do-with-the-answers","Step 1: Decide what you will do with the answers",[138,139,140,146,152],"ol",{},[38,141,142,145],{},[41,143,144],{},"Who will read the answers?"," Write the names down.",[38,147,148,151],{},[41,149,150],{},"Will the survey be anonymous?"," Choose one and stay with it.",[38,153,154,157],{},[41,155,156],{},"What will you do with the result?"," Promise only that.",[11,159,160],{},"The tinyteam guide cites research that says anonymity raises honest participation, and suggests a separate tool for teams under 15, so answers cannot be traced.",[11,162,163],{},"In a team of 20, anonymity is hard to keep: a comment that mentions \"the Friday release\" points to a few people.",[11,165,166],{},"Pulseri links each answer to the person who received the survey, so you can follow up with someone who is struggling. It has no anonymous mode. If that does not suit your team, pick a tool that has one. If it does, say so in your announcement.",[15,168,170],{"id":169},"step-2-announce-it-in-plain-words","Step 2: Announce it in plain words",[11,172,173],{},"Before the first survey, send a short note that covers:",[35,175,176,179,182,185],{},[38,177,178],{},"Why you are asking.",[38,180,181],{},"Who sees the answers, and whether names are attached.",[38,183,184],{},"How long it takes. The tinyteam guide puts an eNPS survey at under one minute.",[38,186,187],{},"When people will hear back.",[11,189,190],{},"A note to copy:",[192,193,194],"blockquote",{},[11,195,196],{},"Next Tuesday you will get one question about how it feels to work here. It takes a minute. Your answer is linked to your name, and only Maya and Tomas will read it. By month end we will share what we heard and what we will change.",[15,198,200],{"id":199},"step-3-write-the-survey","Step 3: Write the survey",[11,202,203],{},"Keep it very short:",[138,205,206,209],{},[38,207,208],{},"The standard 0 to 10 question.",[38,210,211],{},"One open question, such as \"What is the main reason for your score?\"",[11,213,214,215,218],{},"The Polly guide recommends one open question like this and says you can drop it for a shorter survey. ",[28,216],{"n":217},"2"," The tinyteam guide says to use no more than one or two follow-ups. With 20 people you can read every comment, so comments beat extra questions. To learn about workload, pay or management, run a separate short survey later.",[15,220,222],{"id":221},"step-4-pick-a-rhythm-and-a-day","Step 4: Pick a rhythm and a day",[11,224,225],{},"The tinyteam guide suggests every six months for 5 to 15 people and quarterly for 15 to 50. A team of 20 fits quarterly. It also says to run it mid-week, around 10 in the morning, in the same week each time. That is one company's advice, so pick a time your team is at their desks.",[11,227,228,229,234],{},"Our guide on ",[230,231,233],"a",{"href":232},"\u002Fblog\u002Fhow-to-ask-for-feedback-without-annoying-people","asking for feedback without annoying people"," covers gaps and fatigue.",[236,237,240],"callout",{"title":238,"type":239},"Ask the whole team the same way","tip",[11,241,242],{},"Send it to everyone, including managers and new hires, or next quarter's number will not be comparable.",[15,244,246],{"id":245},"step-5-read-the-results","Step 5: Read the results",[11,248,249],{},"Read in this order:",[138,251,252,258,264,270],{},[38,253,254,257],{},[41,255,256],{},"The response rate."," If only 8 of 20 answer, the score describes 8 people.",[38,259,260,263],{},[41,261,262],{},"The comments."," Group them by theme, such as workload, communication or growth.",[38,265,266,269],{},[41,267,268],{},"The score."," Write it down as your baseline, whatever it is.",[38,271,272,275],{},[41,273,274],{},"The groups."," A split by team can leave three or four people in a group. Do not show groups that small.",[11,277,278],{},"The tinyteam guide cites Perceptyx research for an overall eNPS of about 12, and says other studies put the average at 14. Your own trend matters more.",[15,280,282],{"id":281},"step-6-act-within-two-weeks","Step 6: Act within two weeks",[11,284,285],{},"The tinyteam guide recommends sharing results and actions within two weeks.",[11,287,288],{},"A good follow-up has three parts:",[138,290,291,297,303],{},[38,292,293,296],{},[41,294,295],{},"The result."," The score and the response rate.",[38,298,299,302],{},[41,300,301],{},"What you heard."," Two or three themes. Quote comments only with permission.",[38,304,305,308],{},[41,306,307],{},"What you will do."," One or two changes, who owns them and when you will report back.",[11,310,311],{},"Polly suggests sharing results where the team already reads, such as a Slack channel, and asking for ideas when the score drops.",[236,313,316],{"title":314,"type":315},"A low score is not a person to find","warning",[11,317,318],{},"Do not try to work out who the detractors are. Thank people for being honest and use the number as a reason to talk.",[15,320,322],{"id":321},"what-to-do-with-detractors-and-passives","What to do with detractors and passives",[11,324,325],{},"A detractor answered 0 to 6. Reach out soon. A quiet one-to-one chat works better than a group meeting. Ask what would need to change.",[11,327,328],{},"Passives answered 7 or 8. They are easy to forget. Ask what would make the answer a 9 or 10. Replies often point to small things. Each move counts the same: one detractor who becomes a passive, or one passive who becomes a promoter, changes the score by 100 divided by the number of answers.",[15,330,332],{"id":331},"common-mistakes","Common mistakes",[35,334,335,341,347,353],{},[38,336,337,340],{},[41,338,339],{},"Changing the question each time."," Keep the wording fixed.",[38,342,343,346],{},[41,344,345],{},"Reading too much into one round."," With 16 answers, noise is big.",[38,348,349,352],{},[41,350,351],{},"Asking and not acting."," People stop answering.",[38,354,355,358],{},[41,356,357],{},"Mixing audiences."," Never average employee and customer scores.",[15,360,362],{"id":361},"where-pulseri-fits","Where Pulseri fits",[11,364,365],{},"A form and a spreadsheet can run all of this. A tool helps with a schedule and with getting a low score to the right person quickly.",[11,367,368],{},"In Pulseri, you add your team as employees and send eNPS on a schedule, such as every quarter. Employee surveys only reach employees, and their answers never appear in customer reports. By default nobody gets a relationship survey more often than every 90 days. A rule such as \"score 5 or lower\" can send an alert to your people lead in Slack or Microsoft Teams.",[11,370,371,372,376],{},"See ",[230,373,375],{"href":374},"\u002Fproduct\u002Femployee-voice","employee feedback surveys",".",{"title":378,"searchDepth":379,"depth":379,"links":380},"",2,[381,382,383,384,385,386,387,388,389,390,391],{"id":17,"depth":379,"text":18},{"id":62,"depth":379,"text":63},{"id":135,"depth":379,"text":136},{"id":169,"depth":379,"text":170},{"id":199,"depth":379,"text":200},{"id":221,"depth":379,"text":222},{"id":245,"depth":379,"text":246},{"id":281,"depth":379,"text":282},{"id":321,"depth":379,"text":322},{"id":331,"depth":379,"text":332},{"id":361,"depth":379,"text":362},null,"Employee feedback","2026-10-15","Ask one question, say how answers are used, read the score as a trend and act within two weeks. A plain plan for teams of about 20 people.",false,"md",[399,402,405,408,411],{"q":400,"a":401},"What is an eNPS survey?","eNPS is NPS for employees. You ask one question, how likely are you to recommend this company as a place to work, from 0 to 10. The score is the share of promoters (9 or 10) minus the share of detractors (0 to 6).",{"q":403,"a":404},"How often should a 20-person company run eNPS?","Every three months is a good start. One guide for small teams suggests quarterly for 15 to 50 people and every six months for 5 to 15. Send it in the same week each time.",{"q":406,"a":407},"Is a score from 20 people reliable?","Treat it as a signal, not a verdict. With 16 answers, one answer moves the score by 6.25 points. Follow the trend over several rounds and read the comments.",{"q":409,"a":410},"Should the survey be anonymous?","Your choice, but say which one you picked. In a team of 20 it is easy to guess who wrote a comment. Pulseri has no anonymous mode, so tell your team that answers are linked to names.",{"q":412,"a":413},"What do I do with a low score?","Share the result, say what you heard and pick one or two things to change. Then talk to people in small groups or one to one. A low number is a reason to ask questions, not to blame anyone.","\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company.webp","The number 20 beside a grid of 20 dots, 16 filled and 4 empty, above a two-week timeline","eNPS survey","en",{},true,"\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company",{"title":5,"description":395},[423,426],{"title":424,"url":425,"retrieved":394},"eNPS Score, Complete Guide for Small Teams (tinyteam)","https:\u002F\u002Fwww.tinyteam.io\u002Fblog\u002Fenps-employee-net-promoter-score",{"title":427,"url":428,"retrieved":394},"7 Ways to Run More Effective and Engaging eNPS Surveys (Polly)","https:\u002F\u002Fwww.polly.ai\u002Fblog\u002Fenps","blog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company",[431,432,433],"enps","employee-feedback","surveys","sI2P0JaipODx6zYWF6IX6dkC5IrXk7d63wqysYJ6LSg",[436,450,462,471,480,489,497,505,512,520,528,538,545,547,558,566,577,587,596],{"path":437,"title":438,"description":439,"date":440,"updated":440,"category":441,"tags":442,"author":6,"image":447,"imageAlt":448,"readingMinutes":449},"\u002Fblog\u002Fcustomer-churn","Customer churn: what it is and how to calculate it","Customer churn is the share of customers who leave in a period. Learn the formula, a worked example and how low survey scores can warn you the same day.","2026-11-05T00:00:00.000Z","Getting feedback",[443,444,445,446],"alerts","detractors","feedback","scores","\u002Fblog\u002Fcustomer-churn.webp","A large red 5 beside a grid of 20 dots in which one dot is red, standing for 1 customer in 20",8,{"path":451,"title":452,"description":453,"date":440,"updated":440,"category":454,"tags":455,"author":6,"image":459,"imageAlt":460,"readingMinutes":461},"\u002Fblog\u002Fcustomer-loyalty","Customer loyalty: what it is and how to measure it","Customer loyalty is customers choosing you again and recommending you. Measure it by pairing one survey answer with renewals, shown in a worked example.","Scores and metrics",[456,457,458],"nps","loyalty","metrics","\u002Fblog\u002Fcustomer-loyalty.webp","The number 36 beside a two by two grid of 81, 9, 36 and 24 customers sorted by what they said and what they did",6,{"path":463,"title":464,"description":465,"date":440,"updated":440,"category":441,"tags":466,"author":6,"image":468,"imageAlt":469,"readingMinutes":470},"\u002Fblog\u002Fcustomer-retention","Customer retention: meaning, formula, strategies","Customer retention is keeping the customers you have. See the meaning, the retention rate formula with a worked example and strategies for small teams.",[445,456,467],"retention","\u002Fblog\u002Fcustomer-retention.webp","The number 88 beside a grid of 100 dots, 88 filled and 12 hollow",7,{"path":472,"title":473,"description":474,"date":440,"updated":440,"category":454,"tags":475,"author":6,"image":478,"imageAlt":479,"readingMinutes":461},"\u002Fblog\u002Fcustomer-satisfaction-index","Customer satisfaction index: meaning and formula","A customer satisfaction index (CSI) turns several satisfaction ratings into one 0 to 100 number. Learn the formula, weights and a worked example.",[476,446,458,477],"csat","calculation","\u002Fblog\u002Fcustomer-satisfaction-index.webp","The number 63.5 beside three bars scored 80, 65 and 50",{"path":481,"title":482,"description":483,"date":440,"updated":440,"category":441,"tags":484,"author":6,"image":486,"imageAlt":487,"readingMinutes":488},"\u002Fblog\u002Fcustomer-satisfaction-questions-to-ask","Customer satisfaction questions to ask, by moment","About 20 customer satisfaction questions sorted by moment, from the first week to cancellation, with a rule for picking one to three per survey.",[485,476,445],"survey-questions","\u002Fblog\u002Fcustomer-satisfaction-questions-to-ask.webp","A large black 1 beside a line of five grey dots with one green dot circled",5,{"path":490,"title":491,"description":492,"date":440,"updated":440,"category":441,"tags":493,"author":6,"image":495,"imageAlt":496,"readingMinutes":488},"\u002Fblog\u002Fvoice-of-the-customer","Voice of the customer for a small team","Voice of the customer is what customers tell you, collected and acted on. See what it means and how a small team can start with a weekly review.",[445,456,494],"getting started","\u002Fblog\u002Fvoice-of-the-customer.webp","The number 4 beside four circles in a row, the last one filled, with a dotted line looping back to a person icon",{"path":498,"title":499,"description":500,"date":501,"updated":501,"category":454,"tags":502,"author":6,"image":503,"imageAlt":504,"readingMinutes":461},"\u002Fblog\u002Fcustomer-satisfaction-score","Customer satisfaction score: how to calculate it","Customer satisfaction score is the share of people who rated a moment 4 or 5 out of 5. See the math worked through, and how scale and sample size change it.","2026-11-04T00:00:00.000Z",[476,477,446],"\u002Fblog\u002Fcustomer-satisfaction-score.webp","The number 67 beside 60 dots, 40 green for satisfied answers, 9 gray for neutral and 11 red for dissatisfied",{"path":506,"title":507,"description":508,"date":501,"updated":501,"category":441,"tags":509,"author":6,"image":510,"imageAlt":511,"readingMinutes":488},"\u002Fblog\u002Fcustomer-satisfaction-survey","Customer satisfaction survey: how to run one","A customer satisfaction survey is one short question sent right after a moment. Pick the moment, the length and the delay, then act on low scores.",[476,445],"\u002Fblog\u002Fcustomer-satisfaction-survey.webp","A large 500 beside a grid of 500 dots with 100 filled, showing the invitations needed for 100 answers",{"path":513,"title":514,"description":515,"date":516,"updated":516,"category":441,"tags":517,"author":6,"image":518,"imageAlt":519,"readingMinutes":449},"\u002Fblog\u002Fopen-ended-survey-questions-examples","Open-ended survey questions: 30 examples","Thirty open-ended survey questions sorted by the score they follow, when to ask each one, and how to read a few hundred answers on your own.","2026-10-29T00:00:00.000Z",[485,445,456,476],"\u002Fblog\u002Fopen-ended-survey-questions-examples.webp","The number 30 beside four rows of colored dots, each row ending in an empty comment box",{"path":521,"title":522,"description":523,"date":524,"updated":524,"category":454,"tags":525,"author":6,"image":526,"imageAlt":527,"readingMinutes":488},"\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers","15 NPS follow-up questions that get real answers","Fifteen follow-up questions for promoters, passives and detractors, plus how many to ask, how to word them and what to do with the comments you get.","2026-10-15T00:00:00.000Z",[456,485,445],"\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers.webp","The number 15 beside three black dots for everyone and three columns of four red, grey and green dots",{"path":529,"title":530,"description":531,"date":524,"updated":524,"category":441,"tags":532,"author":6,"image":536,"imageAlt":537,"readingMinutes":488},"\u002Fblog\u002Fforms-spreadsheets-or-a-feedback-tool","Forms, spreadsheets or a feedback tool: which fits","A form and a spreadsheet are enough for a small, one-time question. Learn the signs that you have outgrown them and what a feedback tool adds.",[533,534,535,494],"forms","spreadsheets","tools","\u002Fblog\u002Fforms-spreadsheets-or-a-feedback-tool.webp","A large 3 beside three stacked rows, a form, a spreadsheet grid and a green trend line",{"path":539,"title":540,"description":541,"date":524,"updated":524,"category":454,"tags":542,"author":6,"image":543,"imageAlt":544,"readingMinutes":488},"\u002Fblog\u002Fhow-to-calculate-nps","How to calculate NPS, with a worked example","NPS is the share of promoters minus the share of detractors. Follow three worked examples, learn how rounding works and see how to score a 1 to 5 scale.",[456,477,446],"\u002Fblog\u002Fhow-to-calculate-nps.webp","The number 28 beside a bar split into 19, 34 and 47 with the sum 47 minus 19 equals 28",{"path":420,"title":5,"description":395,"date":524,"updated":524,"category":393,"tags":546,"author":6,"image":414,"imageAlt":415,"readingMinutes":488},[431,432,433],{"path":548,"title":549,"description":550,"date":524,"updated":524,"category":551,"tags":552,"author":6,"image":556,"imageAlt":557,"readingMinutes":488},"\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved","Zendesk CSAT survey setup in seven steps","Connect Zendesk to Pulseri, pick the Ticket solved event and send a CSAT survey with a short delay. Seven steps with the screens you will see.","Setup guides",[553,476,554,555],"zendesk","support","setup","\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved.webp","A large 7 beside a solved-ticket tick, a clock and a survey card joined by dotted arrows",{"path":559,"title":560,"description":561,"date":524,"updated":440,"category":551,"tags":562,"author":6,"image":564,"imageAlt":565,"readingMinutes":488},"\u002Fblog\u002Fturn-detractors-into-a-slack-alert","Turn detractors into a Slack alert in ten minutes","Connect Slack once, write one alert rule for NPS detractors and send a test message. A step by step guide with what the alert shows and how to keep it useful.",[563,443,456,444],"slack","\u002Fblog\u002Fturn-detractors-into-a-slack-alert.webp","A large red 6 beside a red score dot showing 3 with a dotted arrow to a Slack-style message card",{"path":567,"title":568,"description":569,"date":524,"updated":524,"category":570,"tags":571,"author":6,"image":575,"imageAlt":576,"readingMinutes":488},"\u002Fblog\u002Fwhy-we-price-by-people-and-never-by-response","Why we price by People and never by response","Many survey tools charge per answer. Pulseri charges by the People you track. Here is why, what it means for your bill and when it is not the best deal.","Company",[572,573,574],"pricing","people","responses","\u002Fblog\u002Fwhy-we-price-by-people-and-never-by-response.webp","The number 830 beside a flat green price line for people and grey dots for replies rising above it",{"path":232,"title":578,"description":579,"date":580,"updated":580,"category":441,"tags":581,"author":6,"image":584,"imageAlt":585,"readingMinutes":586},"How to ask for feedback without annoying people","Ask the right person at the right moment, keep it to one question, and never ask twice too soon. A plain guide to avoiding survey fatigue.","2026-10-13T00:00:00.000Z",[582,456,476,583],"survey fatigue","timing","\u002Fblog\u002Fhow-to-ask-for-feedback-without-annoying-people.webp","A large 1 beside a timeline of three well-spaced survey ticks",3,{"path":588,"title":589,"description":590,"date":580,"updated":580,"category":454,"tags":591,"author":6,"image":593,"imageAlt":594,"readingMinutes":595},"\u002Fblog\u002Fnps-vs-csat-vs-ces","NPS vs CSAT vs CES: which one to use and when","NPS measures loyalty, CSAT measures satisfaction with one moment, CES measures effort. Learn what each asks, how it is scored and when to pick it.",[456,476,592,458],"ces","\u002Fblog\u002Fnps-vs-csat-vs-ces.webp","A large 3 beside three rows of dots for the 0 to 10, 1 to 5 and 1 to 7 scales",4,{"path":597,"title":598,"description":599,"date":580,"updated":580,"category":454,"tags":600,"author":6,"image":602,"imageAlt":603,"readingMinutes":586},"\u002Fblog\u002Fwhat-is-a-good-nps-score","What is a good NPS score? How to read yours","Any score above 0 is positive and above 50 is often called excellent, but your own trend matters more. Learn the bands, a worked example and common traps.",[456,601,446],"benchmarks","\u002Fblog\u002Fwhat-is-a-good-nps-score.webp","The number 50 beside a score scale in three bands, below 0, above 0 and above 50, with one person marker",[605],{"key":6,"name":606,"avatar":607},"Farsad F.","\u002Fauthors\u002Ffarsad.webp",1793908076608]