Net Promoter Score, as Well as Enterprise and Network Performance, Have Consistently Declined Over the Last Three Years
Key measures of high-performing organizations, including net promoter score (NPS) and enterprise and network performance, have been on the decline since 2022, according to Gartner, Inc., a business and technology insights company.
Lagging Indicators Reflect Uncertain Environment
Just 12% of employees think their network performance, a combination of contributing to the performance of others and using others’ contributions to improve individual performance, is effective. This is a nearly five percent decrease from 16.6% in 3Q22.
“The sharp decline in NPS is a clear warning sign that the critical facets of a high-performing culture are eroding,” said George Penn, Managing Vice President in the Gartner HR Practice. “Underlying these declines is a lack of effective collaboration within employee networks that is impacting performance – a surprising development given the return-to-office push and the growth of new technology.”
The Gartner survey also revealed employee engagement has decreased significantly as well – the number of highly engaged employees dropped to 25.5% in 2Q25, down from 33.2% in 3Q22.
Leading Indicators Show Business Success at Risk
- Mindset: 26.7% of employees believe in their culture, down from 32.0% in 3Q22.
- Knowledge: 26.4% of employees understand their culture, down from 32.2% in 3Q22.
- Behavior: 26.4% of employees are acting on behalf of their culture, down from 30.4% in 3Q22.
- Organization culture: 26.5% of employees have a positive view of their culture, down from 31.5% in 3Q22.
The Gartner survey also found that just 16.6% of employees believe their work environment is innovative, down from 23.3% in 3Q22, and only 20.7% of employees see their organization as agile, down from 27.8% in 3Q22.
“A decline in culture and engagement comes at a time of rapid technological advancement fueled by AI and new ways of working,” said Penn. “Paradoxically, rather than feeling empowered by innovation, employees are viewing their organizations as less innovative and agile.”
