eNPS

What is eNPS

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?"

Why measure employee loyalty?

When an organization measures employee loyalty, it can use the results to improve productivity and reduce staff turnover. More specifically, the score helps you:

• Assess how satisfied employees are with their work and the company.

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.

• Identify potential problems and areas for improvement.

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. 

• Develop strategies to retain employees and increase their loyalty.

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.

• Increase the company's productivity and effectiveness.

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.

How to run an eNPS survey

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:

1. Define the purpose and format of the survey. State why you are running the eNPS survey and which specific aspects you want to explore, such as satisfaction or loyalty to the company.
2. Write the question you will ask employees. For example, "How likely are you to recommend our company as a good place to work to a friend or acquaintance?" Add a few open-ended questions as well, so employees can share their thoughts and suggestions.
3. Choose the survey method (for example, an online survey, a paper survey or a survey via an internal communication tool) and format (anonymous, open or closed) that will make people comfortable sharing their views.
4. Decide who will take part in the survey. For example, all employees, or employees in specific departments or at specific levels.
5. Run the survey and collect the data.
6. Analyze the results. Look at the overall eNPS score and analyze the open-ended comments to understand specific issues and suggestions. Look for patterns that may point to common problems or strengths across the company.

How to calculate employee loyalty

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:

Promoters (9–10)

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.

Passives (7–8)

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.

Detractors (0–6)

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.

Interpreting and analyzing eNPS results

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.