Employee Net Promoter Score (eNPS)
Employee Net Promoter Score (eNPS) is a metric that asks employees how likely they are to recommend their organisation as a place to work, and is calculated by subtracting the percentage of detractors from promoters.
Definition
eNPS adapts the Net Promoter Score used in customer experience to the workplace. It relies on a single question, usually 'On a scale of 0 to 10, how likely are you to recommend this company as a place to work?', followed by an open question asking why. Employees who answer 9 or 10 are promoters, 7 or 8 are passives, and 0 to 6 are detractors.
The score is the percentage of promoters minus the percentage of detractors, and ranges from minus 100 to plus 100. Passives are not counted in the calculation. The figure is most useful when tracked over time and by team, because comparing it with other companies is difficult, and because the comments in the open question explain the movement. Surveys should be anonymous enough that people answer honestly, with a minimum group size to protect identities.
eNPS matters because it is fast to run, simple to explain and easy to repeat. Its limits are real: one question cannot capture the whole experience of work, and a number alone does not tell you what to change. Do not use it as a target for managers, which pushes people to influence answers. Read it with engagement surveys, turnover and conversations.
Key points
- Formula: percentage of promoters (9-10) minus percentage of detractors (0-6).
- The score ranges from minus 100 to plus 100, and passives (7-8) are left out of the calculation.
- Always add an open question, because the comments tell you what to act on.
- Follow the trend over time and by team rather than comparing with other companies.
- Keep it anonymous and never turn it into a target for managers.
Example
A company of 90 people asks the question every quarter. In the latest survey, 36 people answer 9 or 10, 36 answer 7 or 8, and 18 answer 0 to 6. Promoters are 40 percent, detractors 20 percent, so the eNPS is plus 20. The comments of detractors mention unclear promotion criteria, which becomes the priority for the next quarter.
Frequently asked questions
What is a good eNPS?
A positive score means there are more promoters than detractors, but there is no universal benchmark. Compare your score with your own history and across your teams, and focus on the reasons given in the comments.
What is the difference between eNPS and NPS?
NPS measures whether customers would recommend a product or service, and eNPS measures whether employees would recommend the organisation as an employer. The calculation is the same, but the context and the actions that follow are very different.
How often should you measure eNPS?
Quarterly or twice a year is common, often as part of short pulse surveys. Leave enough time between two rounds to act on the feedback, otherwise people stop answering.
Related terms
AI conversations, human decisions
Passisto holds structured voice conversations with candidates, employees, clients and students, and turns them into reports your team can act on.