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Understanding eNPS

Employee Net Promoter Score (eNPS) – Definition and Calculation

The Employee Net Promoter Score (eNPS) is derived from the Net Promoter Score (NPS) popularized in customer and market research. In simple terms it refers to a simple score derived from a single question asking people how likely they’d be to recommend working at their organization. The question itself is a good one when asked in the right way and we use a 11-point variant of this question in our standard Employee Engagement surveys.

eNPS Score = (No. of Promoters – No. of Detractors) / Total No. of respondents X 100

Employee Net Promoter Score (eNPS) is defined as a concept that is built around the Net Promoter Score (NPS) to measure employee loyalty. It is a method of measuring how willing your employees to recommend their workplace to their family or friends.

Imagine having employees in your organization that are totally dedicated and loyal to your organization. Imagine having a team of employees going above and beyond in providing exceptionally incredible service to keep your customers happy and improve customer satisfaction.

However, if you combine eNPS with other related HR metrics, you will be able to know the reasons why the negative feedback was given by the employees, why are they happy or unhappy, if they are motivated enough to work in the organization.

eNPS is based on the same survey question but with a twist, that will help organizations measure employee loyalty: “On a scale of 0-10 how likely are you to recommend our organization to your family or friends?”

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In compliance with the NPS, the answers are then divided into three categories:

  • 0-6: Detractors, they are particularly dissatisfied with the organization and spread a negative word of mouth.
    • A respondent is a detractor when he/she gives a score between 0 and 6.
  • 7-8: Passives, they are neither emotionally invested nor disengaged.
    • A respondent who has scored you between 7 and 8 is considered to be passive or neutral.
  • 9-10: Promoters, they are extremely loyal to the organization and will definitely spread a positive word around
    • A respondent is considered a promoter when he/she gives a score of either 9 or 10 on the employee Net Promoter Score question.