What Is An Employee Net Promoter Score (eNPS)?


eNPS, or Employee Net Promoter Score, is a metric used to measure employee loyalty and satisfaction within an organization. It is derived from the Net Promoter Score (NPS) methodology, which is commonly used to gauge customer loyalty. eNPS assesses the likelihood of employees recommending their workplace to others.

How to calculate the eNPS

The eNPS is calculated based on employees' responses to a single question: "On a scale of 0 to 10, how likely are you to recommend our organization as a place to work?" 

The responses are categorized as follows:

  • Promoters (score 9-10): Employees who are highly satisfied, engaged, and likely to recommend the organization to others.
  • Passives (score 7-8): Employees who are moderately satisfied but not particularly enthusiastic about the organization.
  • Detractors (score 0-6): Employees who are dissatisfied and may spread negative opinions about the organization.

The eNPS is calculated by subtracting the percentage of detractors from the percentage of promoters.

How to interpret eNPS results

Based on the score, HR professionals can determine if the workplace has a positive, negative, or neutral eNPS.

  • A positive eNPS (above 0) indicates that there are more promoters than detractors, suggesting a high level of employee satisfaction and loyalty.
  • A negative eNPS (below 0) indicates that there are more detractors than promoters, suggesting a low level of employee satisfaction and loyalty.
  • An eNPS of 0 indicates an equal number of promoters and detractors.

Benefits of eNPS

The Employee Net Promoter Score (eNPS) provides significant benefits for organizations looking to gauge employee satisfaction and loyalty. First, it offers a simple, standardized metric that allows companies to monitor employee satisfaction trends over time. This standardization also facilitates benchmarking against other organizations within the same industry, providing valuable competitive insights. 

Moreover, eNPS helps identify potential areas for improvement in employee engagement and overall experience, acting as a proactive tool for enhancing workplace culture. Additionally, it can serve as a leading indicator of future employee turnover and productivity levels, helping organizations anticipate and address potential issues before they escalate.

Limitations of eNPS

eNPS can help gauge employee satisfaction and loyalty. However, it has its limitations. An eNPS relies on a single question, which means it won’t capture the full spectrum of employee sentiment. 

Additionally, an eNPS requires a sufficient response rate for the results to be statistically significant. Otherwise, the test would not be able to provide detailed insights into employee satisfaction. 

Organizations can use eNPS as part of a broader employee engagement strategy, combining it with other feedback mechanisms and initiatives to create a positive workplace culture and drive employee satisfaction and loyalty.