Engagement Surveys
12
Gallup Q12
Classic engagement instrument
eNPS
The Score
Promoters − Detractors
60%
Action Failure
Of surveys never reach action planning
where most surveys die
The Survey Lifecycle
Six steps. Drop-off rates show where most orgs stop. Skipping the late steps damages trust faster than not surveying at all.
Step 1 · Design
100% of orgs reach this stepQuestions, scales, demographics
Step 2 · Administer
95% of orgs reach this stepTiming, duration, anonymity
Step 3 · Analyze
85% of orgs reach this stepOverall, by group, themes
Step 4 · Communicate
70% of orgs reach this stepShare results with employees
Step 5 · Action Plan
40% of orgs reach this stepThemes prioritized, owners assigned
Step 6 · Follow Up
20% of orgs reach this stepCheck progress, reassess
eNPS — How It Works
"How likely are you to recommend this organization as a place to work?" 0–10 scale.
detractors
0–6
Subtract from total
passives
7–8
Excluded from math
promoters
9–10
Add to total
eNPS = % Promoters − % Detractors
Range: −100 to +100. Above zero means more promoters than detractors.
Exam Traps
Engagement ≠ satisfaction
Satisfaction is "I am content." Engagement is "I am invested in the outcome." The exam tests the distinction.
Anonymous surveys outperform identifiable
Identifiable surveys produce inflated scores. Anonymity is a design requirement, not optional.
Action planning > running the survey
Skipping action planning erodes engagement faster than not running the survey at all. Treat-as-priority on the exam.
eNPS uses an 11-point scale
0–10. Promoters 9–10. Detractors 0–6. Passives 7–8. Score = %Promoters − %Detractors.
No plan, no survey
Running a survey without follow-up is worse than not running one. Trust falls faster than baseline.
Action is the value
The survey is the measurement. The action plan is the management. Skip step 5 and the rest collapses.
Tells you what is wrong. Numbers, not interpretation.
What the numbers mean for this org, this team, this manager.
Tell the patient. Without this step, treatment cannot start.
Themes prioritized, owners named, timelines set.
Did treatment work? Adjust and repeat.
Ready to test your PHR knowledge?
1,700+ practice questions written by certified professionals.
Start Practicing PHR