Overview of eNPS

eNPS provides a standard question to gauge the likelihood of an employee recommending the company to others for employment.  eNPS provides another data point, alongside the satisfaction question and factors, to help gauge employees' satisfaction and engagement towards the company.  

The eNPS Question

The standard eNPS question is, "How likely are you to recommend our company to a friend or colleague seeking new employment opportunities?"  

The question is answered on a rating scale ranging from 0 for Strongly Disagree to 10 for Strongly Agree.  The respondents' answers are then mapped into three categories of responses: promoters, passives, and detractors.

  • a Promoter is an employee or respondent highly likely to recommend the company, reflected in a rating of 9 or 10. 
  • a Passive is an employee that may be ok with the company but is unlikely to go out of their way to recommend the company, reflected in a rating of 7 or 8. 
  • a Detractor is an employee likely to speak negatively about the company, reflected in a rating of 0..6.

The eNPS Score

The eNPS score is based on a standard question with a rating scale of 0..10, where individual answers are mapped to promoters, detractors, and passives.  As described above, a promoter is an employee who responded to the eNPS question with a rating of 9 or 10, and a detractor is an employee who answered the question with a rating of 0..6.   The eNPS score is calculated as the percentage of promoters minus the percentage of detractors.  

eNPS Score = % Promoters - % Detractors

What is a good eNPS score?

While there is no settled industry standard for gauging a good eNPS score versus a great eNPS score, the application uses the following thresholds when visualizing the eNPS breakdown chart:

  • Negative: Needs Improvement - there are more detractors than promoters;
  • 0..30: Good - Promoters outnumber detractors; some room to continue to improve; 
  • 30..70: Great - Promoters significantly outnumber detractors. It might be interesting to drill down into specific cohorts for improvement opportunities for subsets of employees or specific engagement and satisfaction factors.
  • 70+: Excellent