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What is employee net promoter score?

Author

Matthew Cannon

Updated on February 21, 2026

What is employee net promoter score?

eNPS – aka employee Net Promoter Score, or Employee NPS – is a way of measuring how your employees feel about your company. It's based on Net Promoter Score, which is a measurement of customer loyalty that was pioneered by Bain & Company and Fred Reichheld to measure customer experience.

Likewise, what is a good employee net promoter score?

An eNPS score can range anywhere from -100 to 100. However, any score above zero is acceptable. Different companies may have different standards. Generally, a score within the bracket of 10 to 30 is considered good and a score of 50 is excellent.

Similarly, what does a net promoter score mean? The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company's products or services to others. It is used as a proxy for gauging the customer's overall satisfaction with a company's product or service and the customer's loyalty to the brand.

Accordingly, how is NPS score calculated?

Add up the total responses from each group. To get the percentage, take the group total and divide it by the total number of survey responses. Now, subtract the percentage total of Detractors from the percentage total of Promoters—this is your NPS score.

How do you increase employee net promoter score?

Strategies to Improve your Employee Net Promoter Score

  1. Work with senior leaders to set the tone.
  2. Ensure complete anonymity for those responding to the survey.
  3. Provide opportunities for employees to give input.
  4. Take stock of your reputation.
  5. Celebrate and acknowledge employees for going above and beyond.

Why is net promoter score important?

Net Promoter Score (NPS) is used to measure customer loyalty and how likely they are to refer your products and services to others. NPS helps identify who among your customers are promoters, passives, and detractors. Loyal customers are an asset to any company and are a great way to keep the business running.

What is difference between NPS and eNPS?

eNPS stands for employee net promoter score. The difference between NPS and eNPS is the survey audience. NPS typically measures results from customers or members, while eNPS measures results and company ratings from employees. Our employee survey company shares how to measure and use eNPS in this short video.

What does eNPS measure?

Employee Net Promoter Score (eNPS) is defined as a concept built around the Net Promoter Score (NPS) to measure employee loyalty. It is a method of measuring how willing your employees to recommend their workplace to their family or friends.

What does eNPS mean?

Employee Net Promoter Score

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, that gauges customer loyalty.

How do you ask the Net Promoter Score?

The classic NPS question is simple: “On a scale of zero to ten, how likely are you to recommend our business to a friend or colleague?” This question was designed to capture your customers' satisfaction with your company. The benefits of asking this particular question are considerable.

What does a negative NPS score mean?

Any score below 0 indicates that a business has more detractors than promoters. This said, even if the bar is set low, a negative NPS is a sign that a business has some serious work to do to improve the situation, reduce the number of unhappy customers, and generate more promoters.

How does excel calculate NPS?

How to calculate NPS in Excel:
  1. Add up the promoters - those who scored 9 and 10.
  2. Add up the detractors - those with responses 0 to 6 (included)
  3. To calculate the percentage, divide the number of promoters by the total number of responses.
  4. Repeat this process for detractors.

What is NPS call center?

What is NPS (Net Promoter Score)? NPS is a gold standard metric for measuring customer experience and assessing customer loyalty. It is a single query survey that customers take after contacting your contact center via phone, email, social media, or live chat.

What is NPS analysis?

Net Promoter Score (NPS) measures overall customer loyalty toward a brand. By subtracting the number of Detractors from Promoters (two consumer categories) you'll get the NPS score, which indicates how consumers feel about your performance and overall brand. Unhappy customers who might talk negatively about your brand.

What is Net Promoter Score example?

To calculate your Net Promoter Score, subtract the percentage of Detractors from the percentage of Promoters. So, if 50% of respondents were Promoters and 10% were Detractors, your Net Promoter is a score of 40. The importance of the Net Promoter Score is that it gives you insights into your customer loyalty spectrum.

What is Apple's net promoter score?

72

What is a net promoter score and how is it calculated?

Calculate your NPS® (Net Promoter Score) Calculating your NPS score is as simple as tallying up your responses and subtracting the percentage of detractors from the percentage of promoters. The score is a whole number that ranges from -100 to 100, and indicates customer happiness with your brand experience.

Is NPS a good measure?

First off, NPS is simple, easy to compare, and acts as a measure of brand performance rather than as feedback on an individual transaction. More importantly, NPS allows you to find your most loyal customers and use them as the model of who to build your product for.

What is HR NPS?

A net promoter score (NPS) is an index ranging from -100 to 100. It is calculated by asking survey participants to rate their likelihood of recommending the company or brand to a friend or colleague.

How do you use eNPS?

To calculate your eNPS score, you simply subtract the percentage of Detractors from the percentage of Promoters (ignoring the neutral Passives). So, if 20% of your respondents are Promoters and 20% are Detractors, your eNPS score is actually 0.

How do you measure employee engagement?

How to measure engagement
  1. Determine engagement outcomes.
  2. Identify what's important to your employees.
  3. Perform a drivers analysis.
  4. Develop a continuous listening strategy.
  5. Don't exclusively use pulse surveys.
  6. Don't survey a sample population.
  7. Don't focus only on the quantitative results.

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