How to Calculate Employee Net Promoter Score (eNPS)?

What is Employee Net Promoter Score?

Employee net promoter score (eNPS) is a simple yet powerful way to measure how much your employees truly love working at your company. It all comes down to one question:

Based on their answers, employees fall into three groups:

• Promoters (9–10): These are your biggest fans—employees who are excited about their job and actively recommend your company to others.
• Passives (7–8): They’re satisfied but not enthusiastic. Passives won’t actively promote your company, but they’re not unhappy either.
• Detractors (0–6): These employees are less satisfied and may even discourage others from joining your organization.

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This breakdown gives you a clear snapshot of employee engagement and loyalty. Originally adapted from Bain & Company’s customer NPS, eNPS delivers honest, real-time feedback on your workplace culture.

Why Does eNPS Matter?

When employees feel good about where they work, they’re more likely to stay, do great work, and help your company grow. A high eNPS is a signal that your team is engaged, loyal, and proud of your workplace culture.

And the impact is measurable:

• Companies with highly engaged teams are 21% more profitable. [Gallup]
• Satisfied employees often create better customer experiences, which directly drives business growth.

By tracking eNPS consistently, you can identify challenges early, strengthen engagement, and build a motivated workforce that delivers results. Here are the top benefits:

1. A Closer Look at Employee Sentiment

eNPS gives you more than just a score. It helps you understand how employees actually feel about working at your company. Beyond loyalty and satisfaction levels, it highlights strengths and areas where support or development is needed.

2. Identify Issues Early

Tracking eNPS over time helps you spot patterns in employee attitudes. A sudden drop or ongoing decline serves as an early warning sign, giving leaders the chance to step in quickly before morale or performance suffers.

3. Actionable Feedback

The comments gathered from eNPS surveys are often more valuable than the score itself. Employees share their ideas, concerns, and suggestions, providing leaders with practical insights they can use to create a better workplace.

4. Stronger Employee Engagement

Acting on eNPS feedback shows employees that their voices matter. When people see their input leading to change, they feel valued and motivated, which strengthens loyalty and deepens their connection to the organization.

5. Talent Attraction and Retention

A high eNPS reflects a healthy workplace culture. It reassures potential candidates that your company is a great place to work, while also making current employees more likely to stay. This reduces turnover and the costs that come with it, while boosting your reputation as an employer of choice.

How to Calculate the eNPS Score?

The eNPS formula is simple:

eNPS = % of Promoters – % of Detractors

Here’s how it works in practice:

Step 1: Categorize Responses

• Promoters (9–10): Employees who would enthusiastically recommend your company as a great place to work.
• Passives (7–8): Satisfied but not overly enthusiastic. Their responses don’t count toward the score.
• Detractors (0–6): Employees who are unlikely to recommend your company and may even discourage others.

Step 2: Calculate the Percentages

• % of Promoters = (Number of Promoters ÷ Total Respondents) × 100
• % of Detractors = (Number of Detractors ÷ Total Respondents) × 100

Step 3: Apply the Formula

Subtract the percentage of Detractors from the percentage of Promoters:

eNPS = (% Promoters) – (% Detractors)

The final score will always fall between -100 and +100.

Example 1: Positive Score

Surveyed employees: 120

• Promoters: 75 (62.5%)
• Detractors: 15 (12.5%)
• Passives: 30 (not counted)

eNPS = 62.5% – 12.5% = 50

👉 An eNPS of +50 is considered very strong, signaling high engagement and a healthy workplace culture.

Example 2: Negative Score

Surveyed employees: 500

• Promoters: 150 (30%)
• Detractors: 250 (50%)
• Passives: 100 (not counted)

eNPS = 30% – 50% = -20

👉 An eNPS of -20 shows there are more detractors than promoters. This is a clear sign that the organization needs to act quickly, listen to employee concerns, and focus on cultural improvements.

By calculating eNPS consistently, you can track engagement trends over time, celebrate improvements, and take targeted action when scores dip.

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How to Interpret Your eNPS Score?

Once you’ve calculated your eNPS, the next step is understanding what the number actually means. Here’s how to interpret your results:

1. Positive eNPS (Above 0)

What it means: You have more promoters than detractors. This is a healthy sign that employees are generally engaged, loyal, and proud of your workplace culture.

Example: An eNPS of +40 shows that most of your team would recommend your company as a great place to work.

2. Neutral eNPS (Around 0)

What it means: Promoters and detractors are roughly equal. Employees are satisfied, but there’s clear room for improvement in engagement and loyalty.

Example: An eNPS of +5 suggests your company needs to listen closely to employee feedback and take visible action to strengthen culture.

3. Negative eNPS (Below 0)

What it means: Detractors outnumber promoters. This indicates underlying issues with morale, culture, or leadership that require urgent attention.

Example: An eNPS of -15 highlights that a significant portion of your workforce is disengaged or unhappy—and may even discourage others from joining.

The key isn’t just the number itself, but what you do with it. A strong eNPS is worth celebrating, but even a negative score can be the start of positive change if you act on the feedback.

eNPS Industry benchmarks to know

Comparing your score against industry benchmarks help you set realistic goals and understand if your employee engagement efforts are hitting the mark.

• +41 and above: Outstanding—your team is highly engaged and loyal.
• +21 to +40: Very good—strong engagement, but there’s always room to grow.
• -10 to +20: Typical—some employees are happy, others less so; look for ways to improve.
• -11 and below: Low—time to dig into feedback and take action

What’s a Good Employee Net Promoter Score?

The simple rule is this: the more favorable and engaged your employees are, the higher your eNPS will be. But what counts as “good”?

• Above 0: Satisfactory. More promoters than detractors, but still room for growth.
• Above 30: Strong. Shows a healthy level of engagement and loyalty.
• 50 or higher: Excellent. Indicates a workplace culture employees are genuinely proud to recommend.

That said, don’t treat these benchmarks as absolute targets.

Every organization has its own context, strengths, and challenges. What matters most is continuous improvement over time.

For example, if your eNPS is 20 in 2025, aiming for 25–30 in 2026 is a realistic and meaningful step forward.

Why Numbers Alone Aren’t Enough

eNPS isn’t just about the score. The real value lies in the stories behind the ratings. Use open-ended survey questions to capture deeper insights—why employees rated the way they did and what improvements they’d like to see.

1. “What’s the biggest reason for the score you gave?”
   
2. “What’s one thing we could improve to make this a better place to work?”
   
3. “What do you enjoy most about working here?”
   
4. “Have you experienced any challenges that affect your ability to do your best work?”
   
5. “What’s one initiative you think leadership should prioritize in the next 6 months?”

These narratives help you understand the “why” behind the numbers, giving you a clear roadmap for strengthening engagement and building a workplace where employees thrive.

eNPS Survey Questions

The key to calculating eNPS lies in crafting survey questions that can provide valuable insights into the loyalty and satisfaction levels of your employees.

The big question

"On a scale of 0 to 10, how likely are you to recommend our company as a place to work?"

This is the central query that underlies eNPS. It captures the entire attitude of your staff and provides you with a crystal-clear picture of how willing they are to speak up for your company.

Follow-up question for promoters

If an employee gives a high rating of 9 or 10, you might follow up by asking,

"What do you love most about working at our company?"

Promoters may share their good experiences with this question, which also exposes the areas of your business that are functioning effectively.

Further question for detractors

If an employee gives a poor rating of 0 to 6, it's critical to go deeper and comprehend their issues. You might inquire,

"What do you think needs to be improved, and what are the main reasons for your rating?"

Detractors might air their frustrations and offer you particular insights into areas that need your attention by answering this question.

Additional open-ended questions

You may add additional open-ended questions that invite employees to offer detailed input in addition to the main query.

You may inquire, for instance,

"What recommendations do you have for enhancing our work environment?"

or

"Is there anything else you would like to share about your experience working here?"

These inquiries invite employees to express their ideas, opinions, and worries in their own words.

How to Improve eNPS for Better Employee Loyalty?

If your employee net promoter score (eNPS) isn’t as strong as you’d like, you’re not alone. The good news is that with a targeted, proactive approach, you can turn feedback into action and create a workplace where people genuinely want to stay and thrive. Here’s how:

1. Collect and Respond to Feedback Consistently

Regular eNPS surveys—whether quarterly or biannually—help you spot patterns in employee sentiment over time. But collecting data is only half the battle.

• Analyze both the scores and the comments to understand what’s really driving employee sentiment.
• Prioritize detractor feedback first, since addressing their concerns often has the biggest impact on overall scores.
• Share what you’ve learned and the actions you’re taking, so employees know their voices are making a difference.

2. Actively Engage Employees in Solutions

Don’t solve everything behind closed doors. Invite employees to co-create solutions for the issues raised.

• Form task forces or cross-functional groups to brainstorm and test improvements.
• Encourage open discussion and idea-sharing, which builds a stronger sense of ownership and teamwork.
• Acting on employee-led ideas reinforces the message: this is your workplace, and your voice matters.

3. Build a Culture of Recognition, Growth, and Transparency

A strong culture is the foundation of a strong eNPS.

• Recognition: Celebrate wins, both big and small. Public shout-outs, peer-to-peer recognition, or formal awards all boost morale and engagement.
• Growth: Offer clear pathways for development through training, mentorship, and upskilling. Employees who see a future at your company are more likely to promote it.
• Transparency: Keep communication open and honest. Share company goals, updates, and how feedback is shaping decisions. Transparency fosters trust and loyalty.

4. Track Progress and Celebrate Success

Improvement takes time, but tracking your progress helps keep momentum alive.

• Monitor your eNPS regularly and share results with the team. Even small improvements deserve recognition.
• Celebrate milestones together—whether it’s hitting a new eNPS benchmark or successfully rolling out a new initiative inspired by feedback.

By listening to employees, involving them in solutions, recognizing their efforts, and keeping communication open, you’ll not only boost your eNPS but also build a workplace where people are proud to belong.

What's the Relation Between eNPS and Employee Engagement?

Employee engagement and eNPS go hand in hand. Together, they provide a powerful way to understand and strengthen the employee experience.

• High eNPS = High Engagement. When employees rate your company positively, it’s usually because they feel motivated, supported, and passionate about their work.
• Low eNPS = Warning Sign. A declining or negative score often points to disengagement, demotivation, or dissatisfaction. Left unaddressed, this can lower productivity and increase turnover.

In this way, eNPS acts as a barometer for engagement. By tracking scores over time, you can identify trends, spot early signs of disengagement, and take proactive steps before they affect performance.

Employee engagement, however, is not a one-time achievement. It requires continuous effort—listening to feedback, making improvements, and nurturing a culture where employees feel valued and connected to their work.

How Does eNPS Contribute in Lowering Turnover Rates?

eNPS is more than a measure of loyalty. When used effectively, it becomes a powerful tool to reduce turnover and strengthen retention. Here’s how it works:

1. Spot and Fix Issues Early

Low eNPS scores are an early warning sign. By following up with pulse or engagement surveys, organizations can uncover the root causes of dissatisfaction—whether it’s workload, recognition, or career growth—and address them before employees start leaving.

2. Measure the Impact of HR Initiatives

Want to know if a new recognition program or flexible work policy is making a difference? eNPS surveys before and after implementation provide concrete evidence of whether initiatives are improving morale and loyalty.

3. Track Progress Against Benchmarks

By comparing your eNPS with past results and industry benchmarks, you can measure how well your engagement strategies are working. Consistent progress signals a healthier culture and stronger retention.

4. Harness Employee Advocacy

Your promoters—the employees who already love working at your company—can become powerful advocates. By amplifying their positive experiences, you not only strengthen retention but also attract new talent who value the culture you’ve built.

Utilize the Power of eNPS With ThriveSparrow

The golden metric that unveils the loyalty and happiness of your workforce, eNPS, stands as a vital tool for successful organizations.

By implementing eNPS, you obtain useful insights into employee opinion, the ability to spot problems before they become serious ones, and the ability to affect real change.

Remember, your company thrives on the dedication of its staff. You can encourage a culture of cooperation, trust, and empowerment by acting on their suggestions and including them in the development of solutions. 

While eNPS is a crucial metric, it's just the tip of the iceberg! Consider asking additional open-ended question to gain more insight into employee sentiment.

‍ThriveSparrow complements eNPS with beautifully crafted engagement surveys pinpointing the key drivers of engagement and job satisfaction.

Create stunning surveys in under 2 minutes and capture that feedback data and take actionable steps based on that data. And help managers gain a clear picture of their team's engagement with dynamic reports and heatmaps.

Help your managers leverage accurate data to make strategic and actionable decisions, and boost their team's engagement! > Book your free demo now, and get a complete walkthrough of enhancing your organization's loyalty score and improving retention.

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FAQs

1. What Is a Good Employee Net Promoter Score?

NPS scores, which can range from -100 to 100, are a valuable indicator. If your score is above 0, that's a good sign. However, hitting the mark above 30 or even 50 is even better! Remember that industry standards can vary, so it's worth checking out the benchmarks to see where you stand. This can help you fine-tune your efforts in boosting employee satisfaction and loyalty.

2. What Is the Difference Between NPS and eNPS?

NPS (Net Promoter Score) measures customer satisfaction, while eNPS (Employee Net Promoter Score) measures employee satisfaction.

NPS focuses on customers' likelihood to recommend a product or service, while eNPS focuses on employees' likelihood to recommend their workplace to friends and family.

3. What exactly is the employee Net Promoter Score (eNPS)?

The employee Net Promoter Score (eNPS) is a metric that measures employee loyalty and engagement. It's based on a single question asking employees how likely they are to recommend their company as a place to work, on a scale of 0-10. The responses are categorized into promoters, passives, and detractors to calculate the final score.

4. How is the eNPS calculated?

The eNPS is calculated by subtracting the percentage of detractors from the percentage of promoters. Promoters are those who score 9-10, passives 7-8, and detractors 0-6. The final score can range from -100 to +100, with any positive score indicating more promoters than detractors.

5. How often should eNPS surveys be conducted?

Most experts recommend conducting eNPS surveys quarterly. This frequency allows you to track trends in employee sentiment over time without causing survey fatigue. Some organizations opt for biannual surveys, especially if they have a more stable work environment with fewer changes.

6. How can companies improve their eNPS score?

To improve eNPS, companies should focus on acting on feedback, not just collecting it. This includes addressing common complaints from detractors, engaging passives with growth opportunities, and learning from promoters. Implementing targeted improvements, communicating changes, and creating a feedback loop are crucial steps. Remember, the goal is to create a workplace where employees genuinely want to be and recommend to others.