What is Employee Net Promoter Score (eNPS)? – Technology Org


Employee loyalty is the Holy Grail of human resources management. Find out how to quickly and conveniently assess the level of job satisfaction in your team using the eNPS indicator.

Article outline:

  1. What is Employee Net Promoter Score?
  2. How to calculate eNPS?
  3. What is the purpose of eNPS?
  4. What are the benefits of conducting an eNPS survey?
  5. How to conduct an eNPS survey?
  6. Employee Net Promoter Score: Summary.

Business, employee satisfaction – illustrative photo. Image credit: LinkedIn Sales Solutions via Unsplash, free license

What is Employee Net Promoter Score (eNPS)?

Employee Net Promoter Score (eNPS) – is a measure of employee loyalty and is a variant of the Net Promoter Score (NPS). NPS, created by Frederick F. Reichheld, is used to measure customer loyalty and indicates the ratio between individuals who would be willing to recommend a product or company and those who would not. The eNPS indicator calculates this ratio based on employee responses.

How to calculate eNPS?

Calculating eNPS requires conducting a survey among employees. We ask them the question: “How likely are you to recommend our company as a place to work to your friends or relatives?”

Employees are required to respond on a scale from 0 to 10, where 0 means “definitely not recommend” and 10 means “definitely recommend.”

Next, employees are divided into three groups:

  • Promoters: individuals who responded with a score of 9 or 10.
  • Passives: individuals who responded with a score of 7 or 8.
  • Detractors: individuals who responded with a score ranging from 0 to 6.

Formula for calculating eNPS:

eNPS = (% promoters – % detractors) x 100

The result will be in the range of -100 to 100, where -100 indicates that all employees are detractors, and 100 indicates that all employees are promoters. A score above 50 is considered a very good result.

Example of calculating eNPS:

If 20% of employees are promoters, 30% are passives, and 50% are detractors, the eNPS would be 20% – 50% = -30%.

This result indicates that employees are dissatisfied with their workplace. It is necessary to analyze this situation and implement corrective actions.

What is the purpose of eNPS?

eNPS is designed to be a tool for measuring employee engagement and is meant to reflect their job satisfaction and willingness to recommend the employer to others. However, it is not the only indicator to rely on when measuring employee satisfaction. 

It serves as an early warning indicator because when we continuously assess the sentiments of the same group of people and compare the results over time, any changes will be noticeable. If the eNPS score significantly decreases, it is then worthwhile to use more comprehensive tools for measuring job satisfaction.

What are the benefits of conducting an eNPS survey?

Although eNPS does not provide in-depth answers, it has several advantages that HR professionals are happy to utilize, including:

  • Quick and easy measurement of employee satisfaction: Regular eNPS surveys allow companies to stay in touch with the pulse of their workforce and observe if there are any changes in the work environment.
  • Attracting potential employees: A company with a high eNPS score can generate more interest from candidates during the recruitment process. The eNPS result can also be part of an employer branding strategy.
  • Rapid identification of areas for improvement: eNPS can help companies quickly identify problematic areas by including an additional open-ended question in the survey, such as “On a scale of 0 to 10, how likely are you to recommend our company as a place to work to your friends or family? Why did you choose this answer?”
  • Easy and effective employee engagement: Regularly seeking employees’ opinions through eNPS surveys makes them feel valued, leading to increased willingness to contribute to the company’s success.

How to conduct an eNPS survey?

If you are planning to implement an eNPS survey, inform your team about what eNPS is and what each value on the scale represents. The actual implementation of eNPS is simple – all you need to do is regularly ask employees the question, “On a scale of 0 to 10, how likely are you to recommend our company as a place to work to your friends or family?”

You can conduct the survey using traditional paper-based questionnaires or utilize electronic questionnaires. The online version is certainly more convenient and efficient, so choose the appropriate tool and enhance employee loyalty through eNPS.

When implementing the eNPS survey, it is important to consider the size of your company headcount. For larger organizations, using an electronic survey tool can help streamline the process and collect data efficiently. However, for smaller companies, a personal approach with paper-based questionnaires might be more feasible.

Employee Net Promoter Score: Summary

Job satisfaction is a multidimensional phenomenon that consists of various factors such as the attractiveness of assigned tasks, opportunities for development and advancement, satisfaction with salary, quality of relationships with supervisors and colleagues, and overall quality of management within the company. Therefore, the eNPS score can be useful for collecting initial feedback from the team but should not be used as the sole tool for measuring satisfaction.

A company that chooses to regularly utilize eNPS can track fluctuations in employee sentiment and quickly take appropriate corrective actions to increase engagement. If the eNPS score starts to decline, it is necessary to delve into the issue using other HR instruments (e.g., one-on-one meetings).

If you decide to use eNPS and are satisfied with the results, share them externally! Add this information to the company’s career page because a higher eNPS score strengthens the employer’s image and increases the chance of attracting candidates during the recruitment process.






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