What is employee net promoter score (eNPS)?

Ever wondered if your team actually enjoys working at your company? That’s exactly what the employee net promoter score (eNPS) uncovers. It’s a super simple, super powerful metric that tells you if your employees would recommend your company as a workplace—or warn their friends to steer clear.

Adapted from the customer NPS by Bain & Company and Fred Reichheld in 2003, eNPS focuses on how much your team loves their jobs. Just one question: “On a scale of 0 to 10, how likely are you to recommend this company as a workplace?”  Boom—you get real-time insight into how your people truly feel.

Based on their answers, your team members fall into three buckets: Promoters, Passives and Detractors.

Why does this matter? Because companies with highly engaged teams are 21% more profitable, and happy employees lead to happy customers.
eNPS gives you fast, honest insight—and a clearer path to boosting retention, culture, and morale. This highlights why it’s crucial to understand how engaged your employees are—and to spot potential issues before they start affecting your bottom line.

Let's walk through turning those employee sentiments into actual numbers. Calculating your eNPS score isn't rocket science once you know the formula. While other HR metrics might leave you drowning in spreadsheets, eNPS cuts to the chase with a straightforward equation that tells you exactly where you stand with your team.

Here's the formula in all its beautiful simplicity:

eNPS = % of Promoters - % of Detractors

That's it. Notice how passives don't show up in the actual math, though you still count them as respondents. Your final number will land somewhere between -100 (if everyone's giving you the thumbs down) and +100 (if everyone's your biggest fan). Any positive score means you've got more cheerleaders than critics.

When employees answer that all-important likelihood-to-recommend question, they fall into three groups:

• Promoters (9-10): Your workplace evangelists who sing your company's praises at dinner parties
• Passives (7-8): The shoulder-shrugging "it's fine" crowd who aren't unhappy but won't be writing love letters about your company either
• Detractors (0-6): The folks who might be updating their resumes or warning friends to steer clear

Here's something worth noting: detractors get over half of the possible responses (scores 0-6), while promoters only get two numbers (9-10). The scale is intentionally tough—and that's a good thing.

Nothing beats real examples, so let's crunch some numbers:

Scenario 1: You survey 100 employees and find 60 promoters, 20 passives, and 20 detractors. Your eNPS is 40 (60% - 20%). Not bad at all!

Scenario 2: A bigger company with 2,000 employees gets 600 promoters (30%), 600 passives (30%), and 800 detractors (40%). Their eNPS is -10 (30% - 40%). Ouch—more detractors than promoters.

Scenario 3: A regional office with 47 employees has 31 promoters and 10 detractors, giving them an eNPS of 45. They're doing something right.

Unlike typical surveys where average scores might not tell the whole story, eNPS is super sensitive to shifts in your promoter and detractor numbers. And even with identical final scores, the distribution between categories can reveal very different organizational realities. The story behind the number matters just as much as the number itself.

Got your eNPS results back? Those numbers might look simple at first glance, but there's more to them than meets the eye. Behind that single figure lies a treasure trove of insights about your organization's employee experience.

The scale runs from -100 (complete disaster) to +100 (workplace nirvana), but let's be real—almost no company hits either extreme. Here's how to make sense of what you're looking at:

• Above 0: You're in the game - more fans than critics, but just barely
• 10-30: Now we're talking - this is healthy territory for most companies
• 30-50: Impressive stuff - you're clearly doing something right
• 50-70: Exceptional - your team is seriously happy to be there
• Above 70: Unicorn status - whatever you're doing, bottle it and sell it

But don't get too caught up in the raw numbers. Context is everything. A manufacturing plant with +15 might be crushing it compared to competitors, while a trendy tech startup with +30 might actually be underperforming for their industry.

eNPS varies wildly across different industries. Recent data shows the overall cross-industry benchmark hit 21 in 2023-2024, which is actually a nice improvement from previous years.

Here's how different sectors stack up:

• Professional Services: +35 (overachievers, as expected)
• Technology: +25 to +33 (all those free snacks must be working)
• Healthcare: +22 to+35 (impressive given the challenges)
• Finance/Insurance: +22 to + 38 (money talks, apparently)
• Manufacturing: -20 to +32 (big improvements lately)
• Retail: -5 to +21 (wildly inconsistent)
• Government: -12 (ouch)
• Hospitality: -30

Here's something interesting—smaller companies (0-250 employees) typically score better with an average eNPS around +30, while corporate giants (5000+ employees) manage just +9. Turns out it's easier to create a positive culture when you're not a massive behemoth.

Here's a misconception I see all the time: a zero eNPS doesn't mean "neutral" like you might expect. It actually means you have exactly the same percentage of promoters as detractors. And that's not as safe as it sounds—those detractors can do real damage to your culture and hiring efforts.

I've seen too many HR teams pop champagne when they climb from negative territory to zero, but that's just the first step of the journey, not the destination. Your goal should always be a solidly positive score where your champions clearly outnumber your critics.

Running an eNPS survey isn't rocket science, but there's definitely a right way and a wrong way to do it. Get it right, and you'll uncover insights that transform your workplace. Get it wrong, and it's just another pointless exercise. Shockingly, only 66% of companies share their results with frontline employees. Talk about missed opportunities.

Timing matters. Most experts suggest running these surveys quarterly. This gives you frequent enough data to spot trends without causing survey fatigue. If your organization is pretty stable, twice a year might be plenty.

Just as important as frequency? When you send the surveys. Avoid high-stress periods like:

• During major project deadlines
• End-of-quarter crunches
• Right after announcing organizational changes
• Holiday seasons when half your team is out

Your goal is to capture normal, everyday sentiment—not reactions to temporary stress.

Want maximum participation and honest feedback? Here's what works:

• Keep it brief: Nobody—and I mean nobody—wants to spend more than 5-10 minutes on your survey
• Guarantee anonymity: People tell the truth when they know there's no blowback
• Communicate purpose: Tell them why you're asking and what you'll do with their answers
• Use neutral language: "How would you rate..." not "Don't you think we're amazing at..."
• Set clear goals: Know what you're trying to learn before you ask a single question

The main eNPS question is just the beginning. The gold mine? Your follow-up questions:

• "What's the primary reason for your score?"
• "How can we improve your experience at [company]?"
• "What stops you from recommending our company to others?"
• "What do you love most about working here?"

These open-ended questions turn a simple number into actionable insights.

Your company isn't one big homogeneous blob. Different teams have different experiences. Break down your data by:

• Department
• Team
• Location
• Tenure
• Seniority

This approach helps you spot whether an issue is company-wide or limited to specific areas. Maybe your marketing team is thriving while your engineers are heading for the exits. You'd never know without proper segmentation.

Remember—collecting data without taking action is worse than not asking at all. It creates distrust. Share the results openly and communicate the improvements you're making. That's how you build a culture where people feel heard.

So you've got your employee net promoter score. Now what? The magic of eNPS isn't in the number—it's in what you do next. Companies that actually follow through on feedback don't just feel good about themselves—they see up to 24% higher employee engagement.

First things first—set up a quick feedback loop. Within two weeks of your survey (while it's still fresh), share those results with your team. Don't just dump numbers on them—highlight the key themes from comments.

Then comes the fun part. Create an action plan with real owners (not just "HR will handle it") and clear timelines:

• Quick wins (under 30 days)
• Medium-term fixes (1-3 months)
• Long-haul improvements (3-6 months)

Your detractors aren't just grumpy—they're giving you a roadmap for improvement. They typically complain about:

• Dead-end career paths
• Leaders who talk but don't listen
• Pay that doesn't match the pain
• Work-life balance issues (or lack thereof)

Consider running targeted check-ins with teams showing the lowest scores. Then go after the low-hanging fruit first—those high-impact, low-effort improvements that show you're serious about change. Nothing builds trust faster than quick action.

Your passives? They're your hidden goldmine for boosting that eNPS score. These folks are sitting on the fence, just waiting to be won over.

Personalized growth plans can turn these shrugs into hugs. Get them involved in decisions—passives often have the most balanced take on workplace issues. And don't underestimate the power of recognition—sometimes all it takes is noticing their contributions to spark real engagement.

Your promoters aren't just happy employees—they're your internal marketing department. Dig into what makes them so darn enthusiastic through focus groups or coffee chats.

Document what they love about your culture and amplify it. Better yet, create programs where these cheerleaders can mentor new hires. It's like installing happiness sprinklers throughout your organization.

Remember—improving your employee net promoter score isn't just about putting out fires. You've also got to fuel what's already working well. Balance matters.

Let's face it - picking the right software can make or break your eNPS survey program. With 83% of companies now measuring employee sentiment regularly, there's been an explosion of tools promising to help. But there's a world of difference between basic survey platforms and dedicated employee net promoter score solutions - one collects data, the other drives actual change.

Let’s be honest—most eNPS tools feel like glorified suggestion boxes. They collect feedback, sure, but then what? That’s where ThriveSparrow changes the game.

First off, it’s truly anonymous. And that matters—a lot. In fact, 71% of employees say they’re more honest when they know their answers can’t be traced back to them. ThriveSparrow gets that. So you get real, unfiltered feedback. Not sugar-coated responses.

It also plays nice with tools your team already uses—Slack, Microsoft teams, gusto, Google Workspace, the whole gang. So sending surveys, nudging responses, and following up? Seamless. No awkward email chains. No manual chasing.

Other platforms have bells and whistles. BambooHR? Great at reporting. Delighted? Cool with question randomization. But ThriveSparrow? It goes a step further. You get smart, AI-powered action plans—so you're not left staring at a dashboard wondering, “Now what?” It turns feedback into follow-through.

And best part? Flat, transparent pricing. No surprise bills as your team grows. Just solid, scalable value from the start.

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FAQs

Q1. 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.

Q2. 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.

Q3. What's considered a good eNPS score?

A good eNPS score typically falls between 10 and 30. Scores above 30 are considered great, while those above 50 are excellent. Any positive score is acceptable, as it means you have more promoters than detractors. However, industry benchmarks can vary, so it's important to consider your specific sector when evaluating your score.

Q4. 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.

Q5. 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.