What is employee net promoter score (eNPS)?

Great HR leaders seek honest feedback from their people to gain insights for improving the employee experience, adjusting company culture, and attracting high-quality talent.  HR teams can track their people’s sentiment to pinpoint what’s working well and what needs improvement to create a more engaged and motivated workforce.

One powerful tool for gathering this feedback is the employee net promoter score (eNPS). HR teams use eNPS surveys to measure how likely team members are to recommend the company as a great place to work.

Organizations that run eNPS surveys and then ask follow-up questions can get insights that help identify specific areas for improvement across teams, departments, or the organization as a whole. In this article, you’ll learn how to calculate eNPS, its benefits, and how HR leaders can effectively use eNPS surveys to improve employee satisfaction. 

What is employee net promoter score (eNPS)?

Employee net promoter score (eNPS) is a metric that assesses employees’ job satisfaction by measuring their readiness to recommend their company to others.  

The eNPS asks team members a single question: On a scale of zero to ten, how likely are you to recommend working for our company?

After team members rate their company, HR divides them into:

• Promoters (scores of 9-10): Happy team members who are most likely to recommend your organization
• Passives (scores of 7-8): Neutral team members. While content, they’re not fully engaged and might not recommend the organization
• Detractors (scores of 0-6): People who are unhappy with the organization and unlikely to recommend the company to their network. Detractors have high attrition risks and may speak negatively of the company

HR teams can also use eNPS scores on a scale of -100 to 100, with -100 being the worst score and 100 being the best possible score. 

NPS vs. eNPS: What’s the difference?

An eNPS and net promoter score (NPS) share many similarities. Organizations use both to measure engagement, loyalty, and satisfaction. However, NPS targets customers, while eNPS focuses on team members.

Organizations send NPS surveys to customers, asking if they would recommend a company’s product or services to family and friends. Unlike eNPS, NPS surveys sometimes lack anonymity, allowing organizations to contact customers with follow-up questions based on their survey responses. 

How and when to measure eNPS

HR teams usually measure eNPS at least twice a year, though some may track engagement trends monthly or quarterly. Growing companies can measure eNPS frequently to stay responsive to changing dynamics.

To gather eNPS data, HR teams send people a survey with the question: How likely are you to recommend working for our company on a scale of 0-10? They can also include follow-ups like “What motivates your score?” or “How can we improve your score?”  

Open-ended follow-up questions encourage honest feedback and help turn eNPS surveys from simple numerical data points to actionable insights. Without additional questions, eNPS provides only a high-level snapshot of team member sentiment, leaving HR teams with limited context about the underlying reasons for scores. Adding follow-ups enables HR to identify specific pain points, uncover opportunities for improvement, and craft targeted solutions that address people’s real concerns.

eNPS formula

eNPS= (Number of promoters — Number of detractors) / (Number of respondents) x 100

After collecting responses, HR categorizes team members and calculates the organization’s eNPS. 

Your eNPS is equal to the number of people who would recommend your company minus the number of people who wouldn’t. The formula ignores passives since they’re neutral and don’t directly affect loyalty metrics. 

Example eNPS calculation 

Let’s say you have 100 responses from your eNPS survey with 60 promoters, 10 passives, and 30 detractors. 

eNPS= (Number of promoters — Number of detractors) / (Number of respondents) x 100

eNPS = (60 – 30) / 100 x 100 

eNPS = 30

What is a good eNPS score?

A good eNPS score depends on both internal and external factors. External factors include the organizational type, industry, and competitors. Internal factors include leadership style, organizational culture, salary, and team member recognition.

Since eNPS scores can range from -100 to 100, a score over 50 is a great result. You could consider any score between 0 and 50 an acceptable score (with room for improvement). 

Let’s look at eNPS score ranges in more detail: 

• -100-0: Scores between -100 and 0 indicate a high number of detractors, which means people have a very poor experience in the organization
• 0-10: Scores between 0 and 10 indicate a balance between promoters and detractors, suggesting room for improvement in team experience
• 10-30: Scores between 10 and 30 reflect a positive work environment with engaged and satisfied team members
• 30-50: Scores between 30 and 50 rank above average, showing that people view the work environment positively
• 50-100: Scores between 50 and 100 reflect an exceptional team member experience

Is zero a good eNPS score? 

No, zero is not a good eNPS score. Zero shows that the number of people likely to recommend your organization is equivalent to those who will not. This neutral zone leaves the organization vulnerable to low employee retention.

How good is 100 in eNPS scores? 

A score of 100 reflects the best possible eNPS result. It means all team members act as promoters, highly likely to recommend the company as a great place to work. A 100 also signals strong talent attraction and retention, along with a productive team motivated by the company culture.

Benefits of using eNPS: Why HR leaders care about eNPS

eNPS data helps HR leaders gauge their people’s loyalty and identify opportunities to enhance satisfaction and engagement. While eNPS alone provides a snapshot of employee sentiment, combining it with qualitative surveys unlocks deeper insights and drives actionable improvements that lead to:

Boosted productivity 

When organizations combine eNPS surveys with open-ended questions, it helps HR leaders identify organizational issues like poor management, toxic work cultures, lack of team member development opportunities, or other issues that affect employee productivity. Identifying recurring themes helps HR address these challenges and create plans that empower team members to perform at their best.

More engagement 

According to Gallup, 51 percent of people are disengaged at work. While eNPS isn’t a direct measure of engagement, follow-up questions can uncover factors contributing to disengagement, such as lack of recognition, limited career growth opportunities, or poor management practices. By identifying and addressing these issues through follow-up questions and actionable plans, HR teams can create an environment that fosters a more motivated and connected workforce.

Easier to attract and retain top talent 

People who rate their organization highly are more likely to stay and grow within the company—and they often recommend their workplace to others. These referrals are one of the most effective ways to fill job openings, with referred candidates typically being a stronger cultural fit.

Improved company culture

Measuring eNPS allows HR leaders to monitor employee loyalty and identify areas for improvement. Acting on feedback to enhance your people’s experiences helps build a workforce of motivated, happier individuals who contribute positively to company culture. 

This proactive approach not only strengthens team dynamics but also reinforces a culture of trust and continuous improvement.

Higher customer satisfaction rates

Engaged people work more productively and effectively meet customer needs, going the extra mile to handle customer requests, suggestions, and feedback. For example, a customer representative who cheerfully picks up a customer’s call and patiently guides them through a problem provides the customer with a more positive experience and leaves a lasting impression.

Limitations of the eNPS metric

Using an eNPS works well for gauging people’s satisfaction, but the metric remains limited and subject to bias. 

Classifying people into detractors, passives, and promoters also reduces people’s sentiment to a broad scale. For example, team members with scores of zero and six both count as detractors, but they may have different reasons for those scores. eNPS scores also focus more on advocacy than on experience—a high score doesn’t always equate to high engagement. 

HR leaders and organizations can avoid guesswork by including well-crafted, open-ended questions. Without follow-up questions like “What do you like about working here?” or “What can improve?” eNPS surveys lack insights into the reasons behind people’s scores. Understanding team members’ reasons for their ratings helps HR gain the insights they need to improve both their people’s satisfaction and the team’s productivity. 

How HR leaders can implement an eNPS effectively

HR leaders can effectively execute the eNPS survey, dissect the results, and craft a plan to implement new changes. You can successfully implement the eNPS system by following these steps: 

• Craft the eNPS survey.  Start with the standard eNPS question: “On a scale from 0 to 10, how likely are you to recommend our company as a great place to work?” Then, include space for open-ended feedback to help team members explain their ratings. If you add additional questions to address specific focus areas (e.g., culture, leadership, or growth opportunities), clearly communicate the survey’s length and purpose to encourage thoughtful and complete responses. 
• Organize the results. Filtering the data through various methods enables HR to refine the results for a thorough analysis. For example, dividing the data based on team members’ department, length of employment, or role helps HR strategically approach issues and determine which are company-wide or relevant to specific groups.   
• Involve your people in the process. Companies usually run eNPS surveys every three to six months. This continuous process provides an opportunity for people to offer constructive feedback, collaborate with managers, and share in collective responsibility. Team member involvement raises engagement and loyalty levels.
• Use the results to make positive changes. Reading each person’s survey answers and using their feedback helps companies increase their use of successful practices and adjust ineffective ones. HR leaders and their teams can create plans that will address detractors’ feedback and determine what led them to rate their company so highly.

How to improve your employee net promoter score 

Measuring your eNPS will help you focus on improving it over time to make your organization a great place to work. Here’s how you can commit to improving your eNPS:

1. Address employee feedback

Feedback from team members enables HR teams to easily provide a positive people experience. It offers valuable and actionable insights on what to improve and what works well. When you combine eNPS surveys with follow-up questions, detractors and passives can share areas of improvement, while promoters can show which processes are working well and how to strengthen them further.  

2. Be honest about organizational issues 

Team members respect and trust leaders who acknowledge organizational issues or mistakes that affect the work experience. Admitting challenges and sharing plans for resolution demonstrates accountability and a commitment to improvement, fostering trust and transparency. 

3. Work with detractors and passives

Detractors provide a huge opportunity for organizational improvement. Reach out to detractors to get the details behind their scores. Take their feedback seriously and incorporate it into actionable plans shared with everyone.

While passives don’t directly affect loyalty metrics, their feedback is valuable. Learn from them and address their concerns so they can shift from neutrality to championing the organization.

4. Support and recognize your promoters 

Avoid focusing only on converting detractors to promoters—support your promoters too!

Promoters can offer plenty of insights and improvement points. For example, a team member giving a score of eight may love the company but would appreciate an updated employee recognition system. 

Support promoters by asking how you can improve, if you can do anything differently, and ensure they feel valued and encouraged to continue advocating for the organization.

5. Continuously track your score 

A good eNPS score today doesn’t equal a good one tomorrow. Tracking your score continuously helps you maintain scores, address declines quickly, and demonstrate to your people that their feedback leads to real, ongoing improvements.

Boost your eNPS and your company culture 

According to Gallup employee engagement research, companies with high eNPS scores have 81 percent lower absenteeism, 18 percent less turnover in high-turnover jobs, 43 percent less turnover in low-turnover jobs, and 23 percent higher profitability. 

Measuring eNPS alone isn’t enough to drive meaningful change. Pair eNPS with pulse surveys and follow-up questions to uncover the “why” behind your people’s scores. This deeper understanding allows HR teams to address concerns, celebrate successes, and continuously refine their workplace culture.

<<Start supporting your team with this free employee satisfaction survey template.>>

Employee net promoter score FAQs

What does eNPS stand for? 

eNPS stands for employee net promoter score. It refers to a scoring system that HR leaders and organizations use to measure employee satisfaction and how likely people are to recommend the organization to others as a great place to work.

Why should I measure eNPS?

Regularly tracking eNPS allows you to monitor trends over time, assess the impact of workplace changes, and ensure your organization remains a great place to work. Additionally, a strong eNPS can serve as a competitive advantage, helping you attract top talent and retain your best people.

What’s a bad employee net promoter score? 

A bad employee net promoter score includes a score of zero or below. This score shows that the number of people likely to recommend the organization equals or is less than the number of people who wouldn’t recommend it.

 A poor eNPS can lead to:

• High employee disengagement and turnover
• High absenteeism
• Damage to team and brand reputation
• Difficulty attracting top talent

What’s an example of eNPS? 

Imagine your organization has 50 team members, with 30 promoters, 15 detractors, and 5 passives. 

eNPS= (Number of promoters — Number of detractors) / (Number of respondents) x 100

Your eNPS would be 30, indicating a positive work culture that has areas for improvement.

What is an eNPS survey? 

An eNPS survey offers a brief survey asking team members how likely they are to recommend the company as a great place to work. It may also include follow-up questions to understand the reasons behind their scores.