What is eNPS?

Employer Net Promoter Score, or eNPS, is a scoring system designed to help employers measure employee satisfaction and loyalty within their organizations. It is based on the Net Promoter Score system from Bain & Company, Satmetrix Systems, Inc., and Fred Reichheld, which gauges customer loyalty.

Like NPS, the Employee Net Promoter Score (eNPS) system consists of a two-question survey:

• The first question asks employees to rate, on a scale from zero to ten, how likely it is they would recommend the organization as a place to work.
• The second is an open-ended question asking why they chose the rating they did.

The system generates a score using the responses to the first question, first by sorting ratings into three categories:

• Promoters, with ratings of nine or ten
• Passives or neutrals, with ratings of seven or eight, and
• Detractors, with ratings of six or below

Promoters are those employees who are highly satisfied and likely to recommend your organization as a place to work. Passives are employees who are satisfied enough to be content but may not be entirely engaged. Detractors are those who are unlikely to recommend their organization, which may indicate some level of employee dissatisfaction.

To calculate the eNPS, the percentage of detractors is subtracted from the percentage of promoters, and the final number represents the organization’s Employer Net Promoter Score.

eNPS scores can range from +100 (all responses are promoters) to -100 (all responses are detractors). Anything above zero is satisfactory and scores 50 or above are considered excellent.

All responses collected in our CoreCounts culture tracking survey are anonymous and employee identities are never revealed. In order to thoroughly understand the data, it is important to qualify the data you’ve received by looking into the anonymous feedback your employees have offered along with the eNPS question. You can use the results to understand employee engagement in your organization, as well as how your employees feel and what may be detracting from the employee experience. Intentionally using this information can help you increase your employee engagement and retention.