What Is eNPS? Employee Satisfaction and Engagement Score

What is an employee satisfaction and engagement score?

The employee satisfaction and engagement score, better known as eNPS (employee Net Promoter Score), is a scoring system that helps employers measure how satisfied and engaged their people are.

Like the customer-facing NPS, eNPS is based on a two-question survey:

• The first question asks employees to rate, on a scale from 0 to 10, how likely they are to recommend the organization as a place to work.
• The second is an open-ended question asking why they chose that rating.

To build a score from the first question, you sort the ratings into three groups. People who answer 9 or 10 are promoters, 7 or 8 are passives, and 6 or below are detractors.

• Promoters are highly satisfied employees who are very likely to recommend your organization as a place to work.
• Passives are satisfied enough, but not fully committed to the organization.
• Detractors are unlikely to recommend your organization, which can point to a problem with employee satisfaction.

How do you calculate eNPS?

Subtract the percentage of detractors from the percentage of promoters. The result is your organization's eNPS, a number between -100 and +100.

For example, if 50% of respondents are promoters and 20% are detractors, your eNPS is 30.

An eNPS survey only works if people answer honestly. That's why you need to make sure responses stay anonymous.

Why does eNPS matter?

Organizations can use survey results to understand how employees feel and what might be hurting their experience.

Tracking keywords that promoters and detractors use, such as pay, work-life balance or leadership, can help you spot areas to improve, whether in one department or across the whole organization. Organizations that want to use eNPS well run the survey on a regular schedule (monthly, quarterly, yearly or otherwise) so they stay current and can follow trends over time.

How to use eNPS effectively

Find the right tool

Results should always stay anonymous, but the right eNPS tool lets you filter findings by department, location and demographics to see where the differences are.

Be transparent

Share the good and the bad with your team. When you share survey results and ask employees for ideas on next steps, they feel safer and become part of the improvement process.

Take action

Once you know where the experience falls short, act on it. When it comes to employee engagement, one of the worst things an organization can do is ask for feedback and then do nothing with it. People stop trusting the organization and the process, and they become less likely to take part in future surveys.