How scores are calculated

This article explains exactly how scores on Peakon are calculated. Before getting started, it is important to keep in mind that all scores are aggregated, and may come from different surveys within your visibility window.

This article will cover:

• Average mode
• NPS mode

Average mode

The main engagement score is calculated by averaging each employee's average score, rather than all the question scores. This is the general process:

1. The system identifies each employee's latest score per engagement question
2. It averages those scores to get an overall engagement score per employee
3. The employee overall scores are averaged to get the team overall score

Note that it is not the question scores (which are visible in product) that are averaged to get the final engagement score, but instead it is the overall engagement score per employee, that is taken into consideration.

Example

Step 1. Calculation of team question scores and employee overall engagement scores

The below table shows a team of 3 employees and their score selection for each of the 4 engagement questions.

Using these scores, the system can calculate:

• the aggregated question score shown on the question's dashboard (most-right column)
• each employee's engagement score, to be used in the next step of the calculation (bottom row)

* rounded from 6.75

Step 2. Calculation of overall team engagement score

Using each employee's overall scores in their original form without any rounding, the system calculates the team's overall engagement score.

*this will be rounded up to 6.8 on the dashboard

NPS mode

According to the NPS methodology, promoters are 9-10 (> 8), passives are 7-8 (> 6 and <= 8) and detractors are 0-6 (<= 6). Each employee is placed into an NPS category based off their scores. To learn more, see About eNPS and how it works.

The process starts off similar to the engagement score:

1. The system identifies each employee's latest score per engagement question
2. It averages those scores to get an overall engagement score per employee
3. Each employee's overall score gets converted into NPS mode (eg. if an employee's overall score is 7, they are 'passive' for that driver)
4. The employees are placed into their correct NPS categories to determine the NPS distribution of the team
5. The percentage of promoters is subtracted by the percentage of detractors

Example

Step 1. Calculation of team question scores and employee overall engagement scores

Using the example in the previous section, the 3 mentioned employees have now been placed into an NPS category for their overall engagement scores.

The second last column shows the NPS distribution per question (note that %'s are rounded). The far right column shows the final NPS score per question. The bottom row shows the overall NPS score per employee, which is used in the next step to calculate the overall team eNPS score (see section under the table). 

Step 2. Calculation of overall team engagement score

Based on this, the NPS distribution can be determined for the employees in this team. The team NPS score is calculated by taking the percentage of promoters minus the percentage of detractors. Therefore the overall eNPS score is 0, while in average mode it will appear as 6.8 on the dashboard. 

* score has been rounded up to make an even 100%, because the decimal points in the Passive category were the highest.