Scoring is simple. People answering nine or ten are promoters, seven or eight are passives, and nought to six are detractors. The score is the percentage of promoters minus the percentage of detractors, giving a range from minus one hundred to plus one hundred. Anything above zero means more promoters than detractors; the trend over time matters far more than any single reading.
The watch-out is treating one number as a diagnosis. eNPS tells you the temperature, never the cause, and anonymous scores collected too often produce survey fatigue and flat data. Run it at a steady cadence, always pair the score question with one open question about why, and act visibly on what comes back, because the fastest way to kill response rates is to measure and do nothing.
Common questions
What does eNPS mean in simple terms?+
eNPS, the employee Net Promoter Score, measures engagement with a single question: how likely are you to recommend this company as a place to work, on a scale of nought to ten. It borrows the Net Promoter method from customer research and points it inward.
How is eNPS calculated?+
Scoring is simple. People answering nine or ten are promoters, seven or eight are passives, and nought to six are detractors. The score is the percentage of promoters minus the percentage of detractors, giving a range from minus one hundred to plus one hundred. Anything above zero means more promoters than detractors; the trend over time matters far more than any single reading.
What goes wrong with eNPS?+
The watch-out is treating one number as a diagnosis. eNPS tells you the temperature, never the cause, and anonymous scores collected too often produce survey fatigue and flat data. Run it at a steady cadence, always pair the score question with one open question about why, and act visibly on what comes back, because the fastest way to kill response rates is to measure and do nothing.