Employee Net Promoter Score (eNPS): Meaning and Importance
The Employee Net Promoter Score (eNPS) is a key metric used by organizations to evaluate employee loyalty and engagement. It forms part of a broader strategy to assess how likely employees are to recommend their employer as a great place to work.
What is eNPS and Why It Matters
At its core, eNPS is designed to measure how employees perceive their experience within the company. It’s based on a scale from 0 to 10, where 0 represents no likelihood of recommending the organization and 10 indicates strong enthusiasm to promote it.
Responses are sorted into three categories:
- Promoters (scores of 9–10): These are highly engaged team members who are loyal to the company and typically contribute to long-term success. They’re your biggest supporters and likely to stay and grow with the organization.
- Passives (scores of 7–8): These individuals are generally satisfied but not fully committed. While they’re not unhappy, they may be open to external job offers and might not actively promote the company. With the right initiatives, however, they can become promoters.
- Detractors (scores of 0–6): These employees are unhappy or disconnected, potentially seeking opportunities elsewhere. Their negative perception can influence others and reduce morale if left unaddressed.
To determine your eNPS, subtract the percentage of detractors from the percentage of promoters—passives are excluded from the calculation.
Why Measuring eNPS Matters for Employers
Studies have shown that employee referrals often lead to some of the best hiring outcomes. By tracking eNPS, employers can better understand how likely current employees are to refer potential hires and whether a formal referral program might be worth exploring.
Tracking eNPS delivers several key advantages:
- Highlights employee loyalty and engagement levels
- Identifies areas that affect workplace satisfaction
- Supports initiatives to boost retention and reduce turnover
- Improves hiring practices and recruitment efficiency
- Strengthens employer branding and public perception
Beyond, for instance, can help employers streamline workforce analytics and monitor trends in employee satisfaction more effectively.
Expert Insight: Why eNPS Only Matters if You Use It
Juan Betancourt, CEO of Humantelligence, explains:
“eNPS isn’t helpful unless companies actually use the insights. When done right, it’s like having a direct line into how your team really feels about working for you.”
He cautions that ignoring the results after collecting them can be damaging. “Employees lose trust when their feedback goes nowhere. Instead, companies should take action, use the data to make meaningful improvements, enhance employer reputation, and support hiring strategies.”
What’s a ‘Good’ eNPS Score?
According to Betancourt, there’s no universal benchmark: “It’s hard to define a ‘good’ eNPS in a vacuum. It depends heavily on the industry, company culture, size, and location.” Still, a score above 30 is generally viewed positively and indicates your workforce is likely to recommend the company.
He emphasizes that value comes from observing changes over time. “Use the first survey as your baseline, then track results quarterly to identify trends and take informed actions.”
Limitations of eNPS
While eNPS is valuable, it has its limits. It answers how likely employees are to recommend their employer—but not why. To gain real insights, it’s important to follow up with open-ended questions about:
- What’s driving satisfaction or dissatisfaction
- Which aspects of the job they value most
- What improvements they believe are needed
Because anonymity is often a concern, consider these practices to build trust:
- Clearly communicate the purpose of the survey
- Guarantee confidentiality and anonymity
- Share the results and explain what changes will follow
Some employers may even outsource surveys to external firms, which adds an extra layer of privacy and encourages more honest responses.
Helpful eNPS Survey Questions
If you’re aiming to understand employee sentiment and improve your eNPS, consider asking:
- What’s preventing you from recommending this company as a great place to work?
- Do you believe the organization values employee well-being?
- How effective is your manager at addressing your concerns?
- What do you enjoy most about your job here?
- What’s your biggest challenge in this role?
- Have recent company changes improved or worsened your experience?
- What factors might make you consider leaving?
- Has the company met your expectations since you joined?
These questions go beyond the basic score and help identify deeper insights that fuel long-term engagement strategies.
Final Thought: Make eNPS Part of a Broader Engagement Strategy
As Betancourt puts it, “eNPS is powerful—but it’s just one piece of the puzzle. Don’t fixate on the numbers alone. Use them to build a culture where employees genuinely want to stay and thrive.”
When combined with thoughtful follow-up and action, eNPS becomes more than a score, it becomes a roadmap to a better workplace.