What Is Employee Net Promoter Score (eNPS)? A Simple Guide
Employee Net Promoter Score (eNPS) is a metric used by organizations to measure employee loyalty and satisfaction by gaging how likely employees are to recommend their workplace to friends or family. This assessment tool derives directly from the Net Promoter Score (NPS) system, which was originally developed in 2003 by Fred Reichheld, a partner at Bain & Company, to measure customer loyalty.
The foundation of eNPS is a single, straightforward question: “On a scale of 0 to 10, how likely would you be to recommend this company to a friend or colleague as a place to work?”. This simplicity contributes to its effectiveness, generally yielding higher response rates than more complex survey methodologies.
After collecting responses, employees are categorized into three distinct groups based on their ratings:
- Promoters (scores of 9-10): Highly satisfied employees who are most likely to recommend the organization and tend to be engaged, loyal team members
- Passives (scores of 7-8): Neutral employees who are content but not fully engaged and might not actively recommend the organization
- Detractors (scores of 0-6): Dissatisfied employees who are unlikely to recommend the company and may potentially speak negatively about it
The actual eNPS calculation follows a specific formula: the percentage of detractors is subtracted from the percentage of promoters. For instance, if 40% of employees rate 9-10 and 20% rate 1-6, the resulting eNPS would be 20. Scores can range from +100 (indicating mostly promoters) to -100 (indicating mostly detractors).
Importantly, eNPS serves as a vital indicator of workplace health and employee engagement. Organizations with highly engaged workforces demonstrate measurable business advantages, including 21% higher profitability and 17% greater productivity compared to companies with disengaged employees. Furthermore, eNPS typically correlates with customer satisfaction metrics, as satisfied employees often deliver superior customer service.
The effectiveness of this measurement tool stems from several key attributes. First, it produces a single numerical value that clearly indicates employee sentiment and enables tracking trends over time. Additionally, the system works best when implemented with full anonymity, encouraging honest feedback from employees.
While eNPS shares similarities with NPS, there is a fundamental difference in their target audiences. NPS surveys assess customer willingness to recommend products or services, whereas eNPS specifically evaluates employee sentiment toward their workplace. Nevertheless, both metrics aim to quantify loyalty and satisfaction levels.
For human resource professionals, regular tracking of eNPS provides valuable insights that help benchmark engagement levels, assess the effectiveness of workplace initiatives, and identify trends or areas requiring improvement. Many organizations implement quarterly eNPS measurements to maintain current data on team sentiment without causing survey fatigue among employees.
While Employee NPS focuses on measuring employee satisfaction and loyalty, understanding Candidate NPS is equally important to track how potential hires perceive your recruitment process. Read more about Candidate NPS in our blog and why it matters in employer branding.
How is eNPS calculated?
The calculation of employee net promoter score follows a straightforward methodology designed to quantify employee sentiment through a simple survey process. Unlike complex engagement assessments, eNPS provides clear, actionable data through a structured approach.
The standard eNPS question
The foundation of any eNPS calculation begins with a single standardized question: “On a scale of 0 to 10, how likely are you to recommend our company as a place to work?”. This question measures employees’ willingness to advocate for their organization within their personal networks. The simplicity of this approach typically results in higher response rates than more extensive surveys, making it an effective tool for gathering honest feedback.
Promoters, Passives, and Detractors
Based on their responses to the standard question, employees are categorized into three distinct groups:
Promoters (score of 9-10): These employees represent your organization’s most loyal advocates. They function as brand ambassadors who are engaged, motivated, and enthusiastic about their workplace. Promoters typically contribute positively to company culture and help attract new talent.
Passives (score of 7-8): These employees maintain a neutral stance toward the organization. Though they may be content with their current roles, passives might consider opportunities elsewhere if presented. They neither harm nor actively enhance your employer brand.
Detractors (score of 0-6): This group encompasses employees who express dissatisfaction with their workplace experience. Detractors are unlikely to recommend the organization and may share negative opinions about the company with others, potentially damaging your reputation.
Employee Net Promoter Score formula
The mathematical calculation for eNPS is remarkably straightforward: eNPS = % promoters – % detractors. Importantly, passive responses (7-8) are excluded from this calculation.
For example, in a company with 200 employees where 160 (80%) are promoters, 10 (5%) are passives, and 30 (15%) are detractors, the eNPS would be +65 (80-15). Another example: if 40% of employees rate 9-10 and 33.33% rate 0-6, the resulting eNPS would be 6.67.
The final score always appears as a whole number, not a percentage, despite being calculated from percentages. Consequently, eNPS can range from -100 (if all employees are detractors) to +100 (if all employees are promoters). A negative score indicates more detractors than promoters, suggesting widespread dissatisfaction, whereas a positive score reflects a healthier organizational climate.
Unlike typical surveys where scores are averaged, eNPS deliberately amplifies the impact of both extremely satisfied and dissatisfied employees, providing a more nuanced view of organizational health. This calculation method helps leadership identify potential issues more clearly than traditional satisfaction metrics that might mask problems by averaging results.
What is a good Employee Net Promoter Score?
Interpreting employee net promoter score results requires understanding the numerical benchmarks that define positive performance. The eNPS scale ranges from -100 to +100, with higher scores indicating stronger employee loyalty and satisfaction.
General eNPS score ranges can be classified as follows:
- -100 to 0: Indicates more detractors than promoters, suggesting significant workplace satisfaction issues
- 0 to 10: Considered acceptable, representing an equal balance between promoters and detractors
- 10 to 30: Generally recognized as a “good” eNPS score across most industries
- 30 to 50: Classified as “very good” by many HR professionals
- 50 to 70: Considered “excellent” or “great” performance
- 70 to 100: Represents best-in-class performance, rarely achieved in most industries
According to recent industry research, the overall eNPS benchmark reached 27 in Q3 2024. This benchmark varies significantly by organization size, with smaller companies (0-250 employees) achieving an average eNPS of 30, while larger organizations (5001+ employees) reported scores around 9.
The global average eNPS across all industries currently stands at approximately 17. As an illustration of how to interpret a specific score: if 60% of employees are promoters and 15% are detractors, the resulting eNPS of 45 would indicate solid employee satisfaction by considering employee experience management.
However, rather than focusing exclusively on absolute values, organizations should view their eNPS in context. A score between 10 and 30 may be considered good in general terms, yet the most meaningful insights come from tracking changes over time. This relative approach provides a clearer picture of whether employee sentiment is improving or declining following specific initiatives.
Indeed, many HR professionals recommend conducting eNPS surveys regularly—quarterly or biannually—to establish reliable benchmarks unique to your organization. Subsequently, each new measurement can be evaluated against this internal baseline to assess progress. For instance, if your initial eNPS is +10 and later rises to +20, this demonstrates positive momentum regardless of industry standards.
Although these guidelines provide a framework for interpretation, organizations should be mindful that industry norms vary considerably. Some sectors consistently score below 20, whereas others regularly exceed 50. As a result, comparing your eNPS against direct competitors often proves more valuable than measuring against universal standards.
Why is eNPS important for organizations?
Organizations value employee net promoter score as a critical indicator of workforce health that directly impacts business outcomes. This metric serves as a powerful diagnostic tool, offering insights into employee sentiment and identifying potential areas requiring attention before they affect productivity or retention.
The economic implications of a high eNPS score manifest in three primary ways. First, improved productivity emerges as organizations address issues like poor management or toxic work cultures revealed through eNPS feedback. Second, companies experience significant turnover cost reductions, with engaged teams showing up to 51% lower turnover in low-turnover positions. Third, revenue increases naturally follow as engaged employees deliver superior customer experiences.
Beyond these financial benefits, eNPS provides several practical advantages:
- Simplicity and efficiency: The metric offers a tangible measure for the often intangible concept of engagement. Its straightforward nature leads to high participation rates and enables quick analysis, allowing for immediate action on identified issues.
- Cost-effectiveness: The survey requires minimal resources to implement yet yields valuable insights that drive meaningful organizational change.
- Continuous improvement: Regular eNPS tracking establishes benchmarks that help organizations monitor progress over time.
The connection between eNPS and broader business performance is supported by compelling data. According to Gallup research, companies with highly engaged workforces are 21% more profitable and 17% more productive than those with disengaged employees. Furthermore, organizations with high eNPS scores demonstrate 81% lower absenteeism rates.
For human resource professionals, eNPS functions as an early warning system that highlights dissatisfaction, disengagement, or team challenges before they escalate into serious problems. This proactive approach enables timely interventions that strengthen team dynamics and reinforce a culture of trust.
Perhaps most notably, eNPS correlates directly with customer satisfaction. Engaged employees work more productively and effectively meet customer needs, often going beyond basic requirements to handle requests and feedback. This extra effort creates positive customer experiences that contribute to long-term business success.
Essentially, eNPS represents more than just a satisfaction metric—it serves as an economic performance indicator that can potentially influence an organization’s financial health by maximizing its intrinsic employee assets. Through this straightforward measurement, companies gain actionable insights that drive strategic improvements in workplace culture, management practices, and employee experience.
How to run an effective eNPS survey
Implementing effective employee net promoter score surveys requires strategic planning to gather accurate, actionable feedback. Proper execution ensures the data collected genuinely reflects employee sentiment and provides valuable insights for organizational improvement.
Ensure anonymity
Anonymity forms the cornerstone of successful eNPS implementation. Nearly 50% of employees provide less truthful answers when they believe their responses can be traced back to them. Implementing anonymous surveys creates a safe environment where staff can express honest opinions without fear of repercussions. This protection significantly increases response rates and encourages unfiltered feedback. Organizations should clearly communicate how employee identities will be shielded from view and explain the technical safeguards in place. Consequently, employees feel more comfortable sharing genuine concerns and criticism that might otherwise remain unvoiced.
Ask follow-up questions
While the standard eNPS question provides quantitative data, follow-up questions deliver crucial qualitative context. Open-ended questions help uncover the reasoning behind numerical ratings and identify specific areas for improvement. Effective follow-up questions might include:
- “What is the main reason for your score?”
- “What changes would make you more likely to recommend our company?”
- “What do you like most about working here?”
- “What areas could we improve on?”
These additional inquiries transform basic satisfaction metrics into actionable insights that drive meaningful organizational change. Moreover, they demonstrate to employees that management genuinely values detailed feedback rather than merely tracking numbers.
Choose the right frequency
The timing and cadence of eNPS surveys directly impact their effectiveness. Many organizations opt for quarterly measurements, which balance regular feedback with sufficient time to implement changes between surveys. Alternatively, biannual or annual surveys might suit more stable environments where significant changes occur less frequently. Timing also matters—surveys should avoid periods of high stress, such as major projects or organizational changes, which could skew results. Initially, organizations should base survey frequency on their specific goals, resources, and culture. Ultimately, consistency remains paramount; whatever schedule is selected, maintaining it builds employee trust by demonstrating an ongoing commitment to listening and improvement.
How to improve your eNPS score
Improving employee net promoter score requires systematic organizational changes based on survey results. Effective enhancement strategies target different employee segments and establish continuous measurement protocols to validate progress.
Act on employee feedback
Meaningfully responding to survey results forms the foundation of eNPS improvement. Organizations must analyze feedback patterns to identify recurring themes, then implement tangible changes. When employees see their input leads to concrete improvements, trust builds and participation in future surveys increases. This action-response cycle creates a transparent feedback loop that demonstrates organizational commitment to employee concerns. Companies should hold follow-up meetings after surveys to discuss findings and share planned actions with teams. The Dennemeyer Group exemplified this approach by gathering over 7,000 comments from its global workforce, then using this feedback to align internal initiatives with employee needs, ultimately driving engagement and retention.
Support promoters and engage passives
Strategic attention to both promoters and neutral employees yields significant eNPS improvements. Supporting promoters creates a loyalty cycle that reinforces positive workplace perceptions. Organizations should provide ongoing acknowledgment to these employees while investigating what makes them highly engaged. Simultaneously, understanding the “moveable middle” of passive respondents offers substantial improvement opportunities. HR teams can identify reasons for neutral scores through targeted pulse surveys and address specific areas like career advancement or recognition programs. Converting passives into promoters requires active engagement with their feedback and demonstrating commitment to addressing their concerns.
Address concerns from detractors
Proactively addressing detractor feedback prevents reputation damage and reduces turnover. Rather than viewing detractors as problems, successful organizations treat them as improvement opportunities. Companies should conduct follow-up meetings or send email inquiries to discover specific reasons behind low ratings. Making employees feel their suggestions are genuinely valued creates an environment where even dissatisfied team members can contribute to workplace enhancements. Detractor concerns often highlight systemic issues requiring immediate attention, such as management problems, communication gaps, or recognition deficiencies.
Track progress over time
Continuous measurement provides context for interpreting eNPS improvements. Organizations should establish regular survey cadences—whether monthly, quarterly, or annually—to create reliable benchmarks. Comparing current scores against historical data reveals whether initiatives are producing desired outcomes. Pulse surveys between formal measurements offer real-time insights into employee sentiment. For comprehensive understanding, segmenting data by team, business line, or tenure provides granular views that reveal engagement differences across employee populations. This detailed analysis enables precisely targeted interventions that address specific departmental or demographic concerns.
FAQs
Q1. What is considered a good Employee Net Promoter Score (eNPS)?
A good eNPS typically falls between 10 and 30. Scores between 30 and 50 are considered very good, while those between 50 and 70 are excellent. However, it’s important to note that scores can vary by industry and company size.
Q2. How is the Employee Net Promoter Score calculated?
The eNPS is calculated by subtracting the percentage of detractors (those who score 0-6) from the percentage of promoters (those who score 9-10). The formula is: eNPS = % promoters – % detractors. Passive responses (7-8) are not included in the calculation.
Q3. Why is eNPS important for organizations?
eNPS is crucial as it provides insights into employee satisfaction and loyalty. It correlates with improved productivity, reduced turnover costs, and increased revenue. Companies with high eNPS scores often demonstrate higher profitability and better customer satisfaction.
Q4. How often should companies conduct eNPS surveys?
Many organizations opt for quarterly eNPS measurements, which balance regular feedback with sufficient time to implement changes. However, the frequency can vary based on the company’s specific goals, resources, and culture. Consistency in timing is key to tracking progress effectively.
Q5. What strategies can improve an organization’s eNPS?
To improve eNPS, organizations should act on employee feedback, support promoters, engage passive employees, address concerns from detractors, and consistently track progress over time. Implementing tangible changes based on survey results and maintaining open communication are crucial for enhancing employee satisfaction and loyalty.