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Employee net promoter score (eNPS)
Employee net promoter score (eNPS)

Find out what the Employee Net Promoter Score is and how it helps measure employee satisfaction in your company.

Updated over a week ago

Employee Net Promoter Score (eNPS) is a method for assessing employee loyalty. It determines the likelihood that an individual will recommend the company as a workplace and helps HR understand what employees like or dislike about the company at the current moment. This method is based on the well-known HR metric called Net Promoter Score.

Among the variety of reasons why loyalty is important, we would like to stress the following:

  • Loyal employees are more committed to the company and its business. They work harder and show better results.

  • Loyal employees reduce your recruitment costs. They stay longer with the company and recommend their friends as job candidates.

eNPS survey

The survey to determine the level of Employee Net Promoter Score includes 7 indicators of employee loyalty:

  • Engagement

  • Satisfaction

  • Relationship with managers and colleagues

  • Recognition

  • Growth

  • Strategy

  • Happiness

Loyalty research is based on creating questions that represent these indicators. Employees respond to these questions by assigning scores on a scale of 0 to 10, where 0 represents the minimum value and 10 represents the maximum.

eNPS questions

The questions should be formulated as clearly and accessibly as possible. Below are examples of questions for determining Employee Net Promoter Score:

Engagement: Are you willing to recommend the company to friends as a potential workplace?

Satisfaction: How often do you consider changing your workplace?

Relationships: Are you satisfied with your daily communication with your direct manager?

Happiness: Are you proud to work for this company?

Growth: Does the company motivate you to improve and acquire new skills?

eNPS employee segmentation

Based on the Employee Net Promoter Score level, employees can be divided into 3 groups:

Promoters - employees who are loyal to the company and will recommend it as a potential workplace.

Passively Satisfied - employees who do not criticize the company but are not willing to recommend it. They might change jobs if a better offer arises.

Detractors - employees who have a negative attitude toward the company and may be seeking a new job.

eNPS formula

eNPS = % Promoters - % Detractors

How to calculate eNPS?

To calculate eNPS, you need:

  • know the exact number of survey participants;

  • calculate the percentage of Promoters and Detractors;

  • subtract the percentage of Detractors from the percentage of Promoters.

What Is considered a high eNPS?

The personnel loyalty index can range from -100% to 100%. If the score is above 30%, there is no cause for concern. If the score is lower, attention should be paid to the level of engagement and employee satisfaction. In any case, it's more important to understand what exactly the team is satisfied or dissatisfied with.

eNPS automation

PeopleForce has fully automated the Employee Net Promoter Score evaluation process. We simplify and expedite your processes with:

  • Creating the Employee Net Promoter Score survey;

  • Sending surveys to employees, configuring messages, statuses, and survey completion deadlines;

  • Collecting survey results;

  • Visualizing results in the form of graphs or charts;

  • Automatically importing results into reports.

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