mNPS: Manager Loyalty Assessment

What is mNPS

mNPS (Manager Net Promoter Score) is a loyalty metric, a specialized version of the traditional NPS, adapted to evaluate the relationship between employees and their direct managers. This metric helps organizations understand how satisfied employees are with their interactions with their immediate supervisors and how willing they are to recommend their managers as good leaders to friends or family.

mNPS is measured by surveying employees with a question like: "Based on your experience, how likely are you to recommend your direct manager as a good leader to a friend or relative?" Responses are typically rated on a scale from 0 (not at all likely) to 10 (extremely likely). 

Respondents are classified as:

• Promoters. Scores 9-10.
• Neutral. Scores 7-8.
• Detractors. Scores 0-6. 

The mNPS metric is calculated as the percentage of Promoters minus the percentage of Detractors.

What is the mNPS score used for

The mNPS score is used in organizations for various purposes related to human resource management and corporate culture. Here are some of the main applications of the mNPS metric:

1. Leadership evaluation. mNPS provides concrete data on how well employees perceive their direct managers. This helps assess managers' effectiveness in leading and motivating their teams.
2. Improving corporate culture. Understanding how employees interact with managers can indicate the overall health of corporate culture. A high mNPS often reflects a healthy, positive culture where employees feel supported and valued by management.
3. Management decision-making. Insights from mNPS scores can help company leadership develop management strategies, training programs, and leadership development initiatives.
4. Reducing employee turnover. The relationship with a direct manager is often a key factor in an employee's decision to stay or leave. Using mNPS to identify and address relationship issues can help reduce turnover.
5. Increasing employee satisfaction. Positive relationships with managers can significantly boost employee satisfaction, engagement, and workplace productivity.
6. Benchmarking and comparative analysis. mNPS can be used to compare departments within a company or with similar companies in the industry, helping identify best management practices and training approaches.

How the mNPS metric is calculated

The mNPS metric is calculated similarly to the traditional Net Promoter Score (NPS), but focusing on employees' relationships with their direct managers. Here's how it works:

Employees are asked how likely they are to recommend their direct manager as a good leader to friends or family. The question is typically phrased: "Based on your experience, how likely are you to recommend your direct manager as a good leader to a friend or relative?" Responses are rated on a 0-10 scale, where 0 means "not at all likely" and 10 means "extremely likely."

Response categorization:

• Promoters. Employees who give a 9 or 10 rating. They are considered loyal and highly satisfied with their manager's performance.
• Passives. Employees who rate their manager 7 or 8. They are generally satisfied but not enthusiastic enough to actively recommend their manager.
• Detractors. Those who rate 0-6. These employees are dissatisfied with their manager and unlikely to recommend them.

Calculating mNPS:

mNPS = (Percentage of Promoters − Percentage of Detractors) × 100

Passive responses are not included in the mNPS calculation but are important for understanding the overall distribution of scores.

Example:

If 70% of employees are Promoters, 20% are Passive, and 10% are Detractors, the mNPS would be:

mNPS = (70 − 10) × 100 = 60

mNPS can range from -100 (if all employees are Detractors) to +100 (if all are Promoters). The higher the mNPS value, the more positively employees perceive their manager.

General mNPS survey methodology

The mNPS survey methodology includes several key steps that help organizations assess employee loyalty to their direct managers. These steps ensure reliable data collection that can be used to improve management practices and corporate culture. Here are the main steps:

1. Clearly define the purpose of conducting the mNPS survey.
2. Determine who will participate in the survey.
3. Formulate clear, understandable questions.
4. Include the key question rated on a 0-10 scale.
5. Ensure response anonymity to obtain honest feedback.
6. Distribute the survey and collect data.
7. Calculate the percentages of Promoters and Detractors.
8. Subtract the Detractor percentage from the Promoter percentage and multiply by 100.
9. Analyze the data to identify trends and improvement opportunities.
10. Determine and implement necessary changes in management and training.
11. Discuss results and improvement plans with managers and employees.
12. Conduct surveys regularly to monitor changes and assess the effectiveness of improvements.

This methodology helps not only evaluate current management relationships but also identify key areas for improvement, ultimately enhancing overall employee engagement and productivity.

What is considered a normal mNPS score

Like any metric, mNPS scores vary depending on factors such as industry, company culture, and specific work relationships. However, here are general guidelines for interpreting mNPS values:

• Above 0. A positive mNPS indicates that Promoters (those who rate their manager highly) outnumber Detractors. This is considered acceptable.
• 20 or higher. Considered a good result, showing that the company has strong management practices with generally satisfied employees.
• 50 or higher. An excellent result, indicating that managers are viewed very positively, with high levels of employee loyalty and satisfaction.

Note that negative mNPS scores (below 0) mean Detractors outnumber Promoters, which may signal serious issues in manager-employee relationships.

Interpretation should also consider industry context and company-specific circumstances. In some industries or cultures with more hierarchical norms, lower mNPS scores may be more acceptable than in flatter, more open organizational structures.

How to improve your mNPS metric

Improving mNPS is a process aimed at increasing employee satisfaction with their direct managers. Here are strategic steps to enhance this metric:

1. Conduct regular surveys to gather employee feedback.
2. Provide training and workshops to improve managers' leadership skills.
3. Develop coaching and mentoring programs to support manager development.
4. Offer clear career growth and professional development opportunities.
5. Regularly recognize and reward employees for their contributions.
6. Strengthen a corporate culture based on trust and respect.
7. Ensure managers embody and uphold company values.
8. Implement effective workplace conflict resolution mechanisms.
9. Analyze feedback data to identify trends and issues.
10. Monitor mNPS changes after implementing improvements to adjust strategies.

Effective mNPS improvement requires a systematic approach and engagement at all organizational levels. Continuous monitoring and willingness to adapt are key to maintaining high employee satisfaction with their direct managers.