31 October 2024
updated at: 6 November 2026
eNPS (Employee Net Promoter Score) is a metric for measuring employee satisfaction and loyalty to the organization.
eNPS is a measure of employee loyalty and satisfaction. The score shows the balance between satisfied and dissatisfied employees. eNPS is calculated from answers to one question: "How likely are you to recommend our company as a good place to work to a friend or acquaintance?"
When an organization measures employee loyalty, it can use the results to improve productivity and reduce staff turnover. More specifically, the score helps you:
Measuring eNPS gives the organization a sense of the overall atmosphere. For example, a low eNPS may signal management problems or insufficient support from leadership.
eNPS helps organizations see what is working well and what needs to improve. For example, analysis may show that employees rate the corporate culture highly but are unhappy about the lack of career opportunities. The company can then build a career map and introduce upskilling courses.
Employees at companies with high loyalty are less likely to leave. A high eNPS shows that employees are happy with their work and may be ready to stay and grow with the company.
Happy and loyal employees work harder. Organizations that actively work on improving eNPS may see productivity rise, provided they offer opportunities for growth and development.
It is essential that organizations and managers assess employee satisfaction objectively. The most effective way to do this is a survey that gives every employee the chance to share their view. To interpret the results correctly, compare your data with industry eNPS benchmarks (a study of industry benchmarks is available here).
To run an eNPS survey, follow these steps:
eNPS helps you assess overall employee satisfaction and provides a basis for further action to improve the climate and the way work is organized. The score uses a scale that shows how each employee feels about the company:
Employees who answered the question "How likely are you to recommend our company as a place to work to a friend or acquaintance?" with a 9 or 10.
These employees are active advocates of the company, have a positive influence on team spirit and are willing to recommend it as a potential employer.
Employees in this group are satisfied but not strongly committed to the company. They are content with current conditions but are not active promoters. Passives can easily move into another group, toward promoters or toward detractors, if things change in the company or an attractive job offer comes along. It is worth improving their working conditions, making the career ladder transparent and increasing engagement.
Employees in this group are unhappy with their working conditions and are unlikely to recommend the company. Detractors may face a range of issues, such as a lack of support, conflicts within the team or no opportunities for growth. Their opinions and feedback should matter to management: they help identify root causes and develop strategies to address them.
eNPS results are interpreted as follows:
-100 to -1: this range indicates that detractors dominate. A score of -100 means every respondent is a detractor. This signals serious problems in the company, such as poor working conditions, no growth opportunities or a toxic culture. Organizations with this eNPS level should take immediate action to improve the situation.
0: the numbers of promoters and detractors are roughly equal. A large share of passives may indicate that employees feel neither strong attachment nor strong dissatisfaction, but they are not highly loyal either. This is a signal to hold one-to-one meetings and discuss in detail what would increase loyalty to the company.
1 to 49: a positive eNPS, meaning promoters outnumber detractors. However, it is worth aiming higher, as this range may point to specific problems, especially if most employees remain passive.
50 to 100: a high level of employee loyalty and satisfaction. A score of 100 means every respondent is a promoter, indicating strong team spirit and a high-quality working environment. Such organizations have a strong culture and lower turnover.
Analyzing eNPS results helps an organization identify potential problems and areas for improvement and develop strategies to increase employee loyalty.
eNPS is a valuable metric, but there is no point surveying too often (every month) or too rarely (once every couple of years). It is recommended to measure it at least once a year, or even every six months. This lets the company track how employee sentiment changes and assess whether its actions to improve it are working.
Track eNPS regularly so you can respond to changes in time, but there are also specific situations when a survey is especially useful:
It is important to measure eNPS after internal changes such as a reorganization, a change of leadership or new strategies. This helps you understand how the changes have affected employees.
If you run large projects that may affect team morale, it makes sense to measure eNPS when they are completed.
eNPS works well as a complement to full employee satisfaction surveys. For example, you can run short eNPS pulse surveys more frequently and large-scale studies less often.
Every organization should measure and improve its eNPS. It reflects the working environment and employees' motivation to share knowledge and help the company grow. Ultimately, this leads to higher profits and a better reputation.
To improve eNPS, organizations can take the following steps:
Openness builds trust, and employees become more engaged when their opinions are valued.
Hold regular town halls or AMA sessions where employees can freely share ideas and concerns with leadership.
Introduce internal feedback platforms where employees can anonymously suggest improvements or raise issues.
Run eNPS surveys and add open-ended questions to understand the reasons behind the scores in depth.
It is important not only to collect data but also to show that you are working to fix the problems you find.
After an eNPS survey, let employees know what actions will be taken based on their feedback. For example, if employees mentioned high stress levels, you might introduce support programs, a stress management course or better working conditions.
Set up working groups to tackle the issues employees raised, and report on their progress.
Opportunities for growth and development increase employee satisfaction and engagement.
Offer a range of training programs, upskilling courses and mentoring. Run regular skills workshops or launch internal projects where employees can develop professionally.
Design clear career paths and mentoring programs so employees know how they can grow within the company.
Showing respect for employees' work and valuing it increases their loyalty.
Introduce bonuses and awards for achievements to recognize employees' efforts and results. Non-monetary incentives, such as flexible and remote working or additional days of leave, can also strengthen commitment.
A comfortable and safe working environment has a significant effect on employee satisfaction.
Create comfortable areas for rest and socializing if space allows. Break areas with tables, seating and games help create a relaxed atmosphere.
Make sure workplaces are equipped with good-quality furniture and equipment.
Respecting employees' personal lives reduces stress and improves relationships.
Make sure there is no overtime or weekend work. Introduce flexible and remote working so employees can more easily balance professional and personal responsibilities.
Run seminars and training on time and stress management.
Improving eNPS is a continuous process that requires employers to pay constant attention to employees' needs and be ready to adapt to change. The initiatives above help build a loyal, motivated team, which ultimately improves the company's overall performance.