A great employee experience doesn’t happen by chance — it’s intentionally built by company leaders and HR teams who rely on data to guide their efforts. One of the most effective ways to gather this data is through engagement surveys.
The Employee Net Promoter Score (eNPS) is one of the easiest metrics to implement and interpret in employee surveys. Although it’s a simplistic measurement, an eNPS score yields valuable info for employers that could mean the difference between retention and turnover.
Learn what an eNPS is and how it enhances employee satisfaction and employer branding.
What does eNPS measure?
An Employee Net Promoter Score is a ranking between –100 and +100 that tells employers how likely their employees are to recommend their workplace to others. This metric serves as a routine check on employee loyalty and satisfaction.
Unlike traditional employee engagement surveys that often include a wide range of questions, the eNPS is intentionally simple. It’s calculated by aggregating employees’ answers to one powerful question: “On a scale from 0–10, how likely are you to recommend this company as a great place to work?”
An eNPS gives employers a concise snapshot of employee sentiment and serves as a starting base for developing actionable strategies for improvement. The scoring system divides respondents into three categories.
Promoters give a score of 9 or 10. They’re likely to actively spread positive feedback about their company outside the workplace.
Passives give a score of 7 or 8. They’re generally satisfied but less enthusiastic, and their input doesn’t directly affect the eNPS score.
Detractors give scores of 0–6. They’re most likely to discourage others from joining.
To calculate eNPS scoring, employers find the percentage of their workforce that qualifies as Promoters and then subtract it from the percentage of Detractors. For example, suppose a company has 100 employees, and responses to the eNPS question are as follows:
50 employees scored 9–10
30 employees scored 7–8
20 employees scored 0–6
Here’s how HR would perform the eNPS calculation:
eNPS = Promoter% – Detractor%
30 = 50% – 20%
In this scenario, the eNPS is +30.
What is a good eNPS score?
Higher eNPS scores are always favorable for employers because they suggest most people feel motivated and happy. Generally, the benchmark for a “good” eNPS is around +10 to +30. What qualifies as “good” depends on various factors, including a company’s size and average scores from industry peers.
The benefits of using eNPS
At a glance, employers can understand employee sentiment, loyalty, and engagement. These eNPS results also identify potential risks, helping companies avoid issues like
increased turnover or a poor employer brand.
Here’s a breakdown of eNPS’s significant advantages.
Quick and measurable insights. The eNPS is easy to collect and calculate, giving employers a quick “pulse check” on overall sentiment.
Early retention risk indicator. Employers can pinpoint departments or teams with the most Detractors and create targeted action plans to prevent turnover.
Stronger employer brand. Employers that take their eNPS seriously show they listen to employee feedback, which helps with talent acquisition and retention.
Positive correlation with business outcomes. The more employers use eNPS to inform their decisions, the better their chance of improving metrics like productivity, customer experience, and profitability.
How and when to measure eNPS
Surveying employees and calculating an eNPS requires thoughtful coordination and a clear process. Employers can follow these steps to measure and analyze eNPS data.
1. Define clear objectives
Before surveying employees, HR should make sure everyone understands the underlying motivation. Although eNPS metrics can track employee loyalty generally, some companies use the score strategically to compare different departments or assess the impact of a recent change. These goals guide the survey’s design and help leaders interpret results.
2. Craft the eNPS survey
Since the eNPS survey is essentially one question, employers must ensure it’s written and delivered clearly. Depending on the specific objective behind an eNPS survey, employers may create several open-ended follow-up questions to tailor their investigation.
3. Ensure anonymity
Employees are unlikely to give honest feedback without the promise of privacy. HR should implement a platform or method that keeps individual identities hidden to build trust and encourage transparency.
4. Choose the right time
The timing of an eNPS survey can impact results, especially if it takes place during high-stress periods like year-end reviews or after layoffs. Many employers measure eNPS on a regular schedule, such as quarterly or biannually. Alternatively, they may schedule eNPS surveys before and after significant events, like a leadership shakeup or new workplace initiative, to track the impact of the change on employee satisfaction.
5. Segment the results
Breaking down responses by department, tenure, or location could yield greater insight into trends or disparities across the company. If specific business segments produce a lower score than the overall workforce, HR can create targeted strategies to enhance their employee experience and increase their eNPS.
6. Communicate findings
After reviewing the results, HR should share them with employees to start an honest conversation and gather feedback. Open communication shows employees that leadership values their input, which improves loyalty and employee engagement on its own, in addition to encouraging meaningful changes.
7. Take action
After HR reviews the eNPS results and discusses it with team members, they can put strategies for improvement into place if needed. Leaders should create action plans to address workplace issues and regularly update employees on progress, showing a commitment to improving corporate culture and employee satisfaction.
Employers can implement these eNPS best practices to ensure survey results are actionable.
1. Survey regularly
Although one eNPS can provide valuable information, the metric is more helpful within the context of a long-term trend. Conducting regular eNPS surveys — whether quarterly or biannually — gives a read on sentiment fluctuations over time, indicating whether previous initiatives impacted employee morale. Frequent eNPS results establish an average employee engagement score so leaders can spot deviations from the norm.
2. Keep it simple
Employers can avoid survey fatigue by only including the most essential follow-up questions and writing them in concise, straightforward language. A simpler format promotes higher response rates and more accurate data.
3. Emphasize confidentiality
HR should stress that survey results are anonymous. When employees trust that their responses are confidential, they’re more likely to answer honestly regarding how they feel about their work environment.
4. Go beyond the score
The eNPS is only the starting point for further research into employee engagement. The data from an eNPS can inform more targeted employee surveys or studies and set benchmarks that tell leaders which departments need more attention to improve loyalty and satisfaction.
5. Compare with industry-wide benchmarks
Besides reviewing eNPS against internal historical data, HR can also compare it with external industry benchmarks. Reviewing eNPS scores against peers could provide valuable context and show how a company’s employee experience stacks up against the broader market.
6. Share results with intention
When sharing details from an eNPS survey, frame the conversation constructively and outline the next steps to build loyalty, trust, and alignment. Leaders who are honest about wins and weaknesses demonstrate strong listening and communication skills.
Show teams that you care with EarnIn
An eNPS survey is a powerful way for employers to track employee sentiment and take the first step toward building a more engaged, motivated and loyal workforce. However, it doesn’t tell the entire story. Even highly engaged employees can face personal challenges, such as financial stress, that impact their well-being and performance at work.
That’s where EarnIn comes in. As a
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They also get added peace of mind with Balance Shield,
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Best of all, EarnIn requires no payroll or time and attendance integration and comes at no cost to employers.
Request a demo to see how EarnIn can complement your retention and engagement strategies.
Please note, the material collected in this post is for informational purposes only and is not intended to be relied upon as or construed as advice regarding any specific circumstances. Nor is it an endorsement of any organization or services.
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