Employee Net Promoter Score

Employee Net Promoter Score or eNPS measures how likely employees are to recommend their employer as a great place to work. It asks one simple question on a 0-10 scale, then classifies responses into Promoters (9-10), Passives (7-8), and Detractors (0-6). The final score equals % of Promoters minus % of Detractors, producing a value between –100 and +100.  

eNPS gives HR teams a quick pulse on employee engagement and loyalty. It helps them pinpoint areas needing focus. 

Want to keep your best people and build a happy workplace? Use Keka’s pulse surveys to listen, understand, and act on what your team truly needs. 

How to calculate the eNPS score 

eNPS score can be calculated using the formula below: 

eNPS = % Promoters − % Detractors (ignore Passives) 

For example, in a survey of 100 employees, 60 score 9-10 (Promoters), 25 score 7-8 (Passives), and 15 score 0-6 (Detractors). 

The eNPS score will be 45, i.e. the difference between promoters (60%) and detractors (15%).   

Who are promoters, detractors, and passives? 

• Promoters are employees who rate 9-10 on the eNPS scale. They feel highly satisfied, loyal, and are likely to recommend the company to others. 
• Passives are employees who rate 7-8. They are generally content but not enthusiastic enough to actively promote the company. 
• Detractors are employees who rate 0-6. They are dissatisfied or disengaged and may discourage others from joining or staying with the organization. 

What are the benefits of an eNPS Survey?   

Running an eNPS survey gives HR teams a reliable pulse on how teams feel and helps them take smart action. Below are the benefits of conducting an eNPS survey. 

• Easy to run and interpret: A single question on a 0-10 scale makes it simple to collect and analyze feedback. 
• Encourages honest participation: Short, anonymous surveys make employees more comfortable sharing real opinions. 
• Reveals improvement areas: The score helps pinpoint issues like poor communication, leadership gaps, or burnout. 
• Reduces attrition: Early detection of dissatisfaction lets HR act fast and retain valuable talent. 
• Boosts employer branding: Promoters amplify your reputation by sharing positive experiences externally. 
• Cost-effective and scalable: It’s easy to automate and repeat, helping you track engagement trends over time. 

eNPS vs. NPS 

NPS measures how likely customers are to recommend a product or service, while eNPS applies the same method to measure how likely employees are to recommend their employer. 

How to improve eNPS score 

Below are some best practices to improve eNPS score. 

• Start by sharing results and your action plan openly, so employees see their feedback leads to real change.  
• Conduct surveys consistently (quarterly or after big changes) to spot trends, not just one-time snapshots.  
• Drill down into team-level scores to tackle specific issues rather than treating the whole org the same.  
• Ask open-ended questions alongside scores to understand why employees feel the way they do.  
• Involve leaders and make sure managers act on feedback and lead changes in culture and process.