eNPS Calculation

The Employee Net Promoter Score (eNPS) is a popular metric used by organizations to gauge employee loyalty and satisfaction. It is calculated based on responses to the question: "On a scale from 0 to 10, how likely are you to recommend this company as a place to work?" Here’s a detailed explanation of the eNPS calculation:

1. Understanding the eNPS Scale

Employees respond on a scale of 0 to 10:

• Promoters (9–10): Employees who are highly satisfied with the company and likely to recommend it as a great place to work.

• Passives (7–8): Neutral Employees - they are satisfied but not actively promoting the organization.

• Detractors (0–6): Employees who are dissatisfied and less likely to recommend the company.

2. Calculate the Percentage of Promoters and Detractors

• Promoter Percentage: (Number of Promoters / Total Respondents) × 100

• Detractor Percentage: (Number of Detractors / Total Respondents) × 100

Passives are not directly included in the eNPS calculation but affect the total respondent count.

3. eNPS Calculation Formula

eNPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters:

eNPS = Promoter Percentage − Detractor Percentage

The result is a score ranging from -100 to +100.

4. Example Calculation

Suppose you surveyed 100 employees, and the responses are as follows:

• Promoters: 60 employees (60%)

• Passives: 25 employees (25%)

• Detractors: 15 employees (15%)

Then:

eNPS = 60% − 15% = 45

So, the company’s eNPS score would be 45.

5. Interpreting eNPS Scores

• +50 and above: Indicates a high level of employee satisfaction and loyalty.

• 0 to +50: Shows a generally positive sentiment but with room for improvement.

• Below 0: Suggests significant dissatisfaction and the organization may need to address issues impacting employee experience.

Tips for Effective eNPS Use

• Conduct Bi-Annual Surveys: To track changes in employee sentiment over time.

• Analyze Feedback by Segments: For insights across departments, roles, or tenures.

• Follow-up: Use the eNPS score as a starting point to engage in deeper conversations and identify areas for improvement.