Customer Service Glossary
What Is An eNPS Score?
The Employee Net Promoter Score, or eNPS, is a scale businesses use to benchmark employee engagement, satisfaction, and organizational loyalty. The eNPS scale is a variant of the Net Promoter Score system developed by Bain & Company, in conjunction with Fred Reichheld, which measures customer satisfaction and brand loyalty using a one-question survey.
The eNPS survey asks employees how likely they are to recommend the organization as a place to work. Employees provide a score between zero to ten and are then prompted to give open-ended feedback to accompany their rating. Then, the eNPS scale sorts employees into one of three categories, based on their rating:
- Promoters: Promoters are employees who provide a score of 9 to 10, indicating they are highly likely to recommend the organization to a friend or colleague.
- Passives: Passives provide scores of 7 to 8, indicating they are satisfied with their organization but not totally engaged.
- Detractors: Finally, detractors are employees who provide a score of 6 or lower. They are typically unsatisfied, disengaged, and unlikely to recommend the organization.
Your business can calculate its eNPS score by subtracting the percentage of detractors from the percentage of promoters.
Common Questions About eNPS Scores
Why are eNPS scores important?
eNPS scores are important for several reasons. First, they help your company understand how engaged and satisfied their employees are, based on anonymous feedback. Secondly, they can indicate that your company’s culture or training processes may need some improvement. Finally, eNPS scores enable your business to identify and manage issues before they escalate.
What is considered a good eNPS score?
eNPS scores vary based on industry and company culture. That said, eNPS scores around 30 are considered good, while eNPS ratings above 50 are excellent.
What does an eNPS score mean?
eNPS scores indicate the level of employee engagement and satisfaction at an organization. As a result of the survey, leadership and human resources teams can use the scores to improve aspects of company culture, training, and management.
How can I improve my eNPS score?
You can work to improve your eNPS score by prioritizing employee engagement, evaluating company culture, encouraging – and listening to – employee feedback, and celebrating high-performing employees.