What question did this study set out to answer?

To explore the connection between employee net promoter score (eNPS) and perceived quality of care in nursing.

March 26, 2026Journal of Nursing Management0 citationsOpen Access

Employee Net Promoter Score Links Nursing Satisfaction to Quality of Care Before and During the COVID‐19 Pandemic

JCJody S. ChouHarvard University NSNeel ShahRutgers, The State University of New Jersey AWAmber WeisethBrigham and Women's Hospital

Key Points

To explore the connection between employee net promoter score (eNPS) and perceived quality of care in nursing.
Utilized a one-question survey called eNPS to gather data.
Analyzed the relationship between nursing satisfaction and quality of care perceptions.
Assessed changes in scores before and during the COVID-19 pandemic.
Higher eNPS scores correlate with improved perceived quality of care.
Identified key factors contributing to job dissatisfaction among nurses.

Abstract

eNPS is a one-question survey that is easy to deliver, simple to interpret, and is associated with perceived quality of care. Nursing management can use it to track progress over time and understand reasons for job dissatisfaction on their units.

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