How to approach eNPS calculation in 2025: A complete guide

Imagine your organization as a bustling city, constantly evolving and adapting to the needs of its citizens—your employees. Much like a city's success hinges on the happiness and engagement of its people, a company’s growth and resilience depend on understanding its employees' satisfaction and loyalty.

Here’s where the Employee Net Promoter Score (eNPS) comes in, serving as a “pulse check” for your organization’s health. Just as city planners rely on surveys to gauge citizen happiness, leaders use eNPS to reveal how likely employees are to recommend their workplace to others, a key indicator of overall employee engagement levels and organizational culture.

By accurately measuring eNPS, companies can uncover invaluable data to drive improvements, create an engaging work environment, and ultimately build a more loyal, motivated team. This blog will walk you through every aspect of eNPS score calculation and how to leverage it to foster a culture of continuous improvement.

What is eNPS?

eNPS, (Employee Net Promoter Score), is a metric designed to measure employee satisfaction and loyalty within an organization. Built on the traditional Net Promoter Score (NPS) model, eNPS gauges how likely employees are to recommend their workplace to others.

This straightforward question serves as a quick barometer of overall employee engagement and contentment.

The eNPS survey categorizes respondents into three groups: Promoters, who are highly satisfied and likely to recommend the company; Passives, who are neutral; and Detractors, who are dissatisfied and less likely to recommend. The final score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, offering an overall indicator of organizational morale and engagement.

eNPS has become popular because it’s simple, quick to implement, and provides actionable insights. A positive eNPS score suggests a supportive, positive work environment, while a negative score signals potential issues that may need immediate attention.

This metric helps companies proactively address concerns, improve workplace culture, and retain talent. In 2025, where employee experience drives competitive advantage, eNPS is an invaluable tool for understanding and enhancing the workplace experience.

Employee NPS vs. Engagement

While eNPS and employee engagement are closely related, they capture different aspects of the employee experience. Understanding their distinctions can help organizations leverage both metrics effectively to improve workplace culture. Here’s a comparison of eNPS and employee engagement across seven key aspects:

How does eNPS affect your company culture?

eNPS directly influences company culture by revealing employee loyalty and identifying areas that contribute to a positive or negative work environment.

By assessing employees’ willingness to recommend their workplace, organizations gain insight into their strengths and weaknesses, which shapes how the company culture is perceived and improved. Here’s how eNPS impact company culture in several ways:

• Encourages transparency and trust: High eNPS scores often reflect a culture of transparency where employees feel heard and valued. When employees trust that feedback is genuinely considered and acted upon, they are more open and honest, fostering a transparent workplace.
• Boosts employee morale: A positive eNPS score signals a satisfied and motivated workforce. This morale boost creates a ripple effect, as employees who feel appreciated are more engaged and productive, enhancing a culture of positivity and support.
• Helps identify cultural pain points: A low eNPS score can point to underlying cultural issues such as poor communication, lack of growth opportunities, or unaddressed employee concerns. Identifying these pain points allows leadership to take targeted action to improve the work environment.
• Promotes continuous improvement: Regular eNPS assessments create a culture of continuous improvement. When employees see that their feedback leads to tangible changes, they are more likely to contribute ideas, fostering an environment that values growth and evolution.
• Supports talent retention: Companies with a high eNPS score typically have a culture that supports employee well-being, making them more attractive to current and prospective talent. A strong, positive culture reduces turnover rates, as employees are more likely to stay in environments where they feel engaged and valued.
• Strengthens organizational identity: eNPS results reflect how aligned employees are with the company’s values and mission. High alignment boosts a sense of belonging and loyalty, helping to build a cohesive organizational identity that employees feel proud to promote.

What is the formula for eNPS?

The formula on how to calculate net promoter score is straightforward yet effective in gauging employee sentiment:

eNPS = (Percentage of Promoters) − (Percentage of Detractors)

In an eNPS survey, employees respond to the question, “How likely are you to recommend this company as a place to work?” on a scale of 0 to 10. Based on their responses, they are categorized as follows:

• Promoters (9-10): Highly satisfied employees who would actively recommend the company.
• Passives (7-8): Neutral employees who are content but may not actively promote the company.
• Detractors (0-6): Dissatisfied employees who are less likely to recommend the company.

To calculate eNPS, find the percentage of Promoters and subtract the percentage of Detractors. Passives are not included in the formula, as they neither positively nor negatively impact the score.

The result can range from -100 to +100, with higher scores indicating a more loyal and satisfied workforce.

How to approach the measuring of eNPS and its calculation?

Measuring eNPS requires a structured approach to ensure accuracy and actionable insights. Following these steps helps organizations gather reliable data on employee sentiment, enabling them to make meaningful improvements in workplace culture. Here’s a step-by-step guide to measuring and calculating eNPS:

1. Define the survey scope: Determine which departments or employee groups will be surveyed to ensure a representative sample, especially if the organization has multiple teams or locations.
2. Choose a survey frequency: Decide how often to conduct the eNPS survey—commonly quarterly or biannually—to maintain an updated understanding of employee sentiment over time.
3. Craft the eNPS question: Ask a simple, standardized question like, “how likely are you to recommend this company as a place to work?” on a 0-10 scale to facilitate accurate categorization.
4. Select rating scale and categories: Ensure respondents are categorized as promoters, passives, or detractors based on their rating (9-10, 7-8, and 0-6, respectively) To calculate the eNPS score accurately.
5. Collect and analyze data: Distribute the survey via email or a survey platform, gather responses, and analyze feedback to identify trends and recurring themes in employee sentiment.
6. Calculate the eNPS score: Subtract the percentage of detractors from the percentage of promoters to obtain the eNPS score, providing a quick snapshot of employee loyalty.
7. Act on the results: Share findings with leadership, and prioritize areas for improvement based on the results to Foster a supportive, engaging work environment. Regularly revisiting these steps can help track and improve employee satisfaction over time.

Types of rating scales to use for eNPS surveys: A glance

Choosing the right rating scale for eNPS surveys is crucial for gathering accurate and comparable qualitative data throughout. While the traditional 0-10 scale is the most common, other rating scales can also provide valuable insights depending on the context of the survey. Here’s a quick overview of the types of scales commonly used for eNPS surveys:

1. 0-10 numeric scale

This scale is the standard for eNPS, asking employees to rate their likelihood of recommending the company from 0 (not at all likely) to 10 (extremely likely). Respondents scoring 9-10 are classified as Promoters, 7-8 as Passives, and 0-6 as Detractors, providing a clear breakdown of loyalty levels.

2. 5-point likert scale

The Likert scale offers five options, ranging from “Strongly Disagree” to “Strongly Agree,” allowing respondents to choose an option that best reflects their opinion. Although it’s less common for eNPS, it can be useful in understanding satisfaction in simpler terms, especially in smaller organizations.

3. 11-point satisfaction scale

Similar to the 0-10 scale, the 11-point satisfaction scale ranges from 0 (extremely dissatisfied) to 10 (extremely satisfied). While it provides similar data, the satisfaction focus can sometimes lead to responses based more on job satisfaction than overall customer loyalty alone.

4. Binary scale (Yes/No)

This scale simplifies the survey to a direct “Yes” or “No” question about recommending the company. Though it doesn’t allow for nuanced employee responses yet, it can quickly gauge overall employee sentiment and loyalty in environments requiring fast feedback.

How often should you conduct an eNPS survey at work?

Conducting eNPS surveys regularly is essential for keeping a pulse on employee sentiment and making timely improvements. Many companies choose to survey quarterly, which provides frequent feedback while allowing time for meaningful actions in response to the results.

A quarterly cadence of employee answers can help businesses address issues before they escalate, maintaining a healthy and supportive work environment.

Research indicates that companies with quarterly eNPS surveys see a significant improvement in employee satisfaction over those conducting annual surveys, as employees feel more consistently heard and valued.

However, some organizations may opt for biannual surveys if significant changes are unlikely within a quarter, or if a quarterly frequency feels overwhelming for staff.

The right frequency depends on the organization’s needs, goals, and ability to act on feedback. In high-growth environments or industries with frequent changes, quarterly surveys are ideal for staying aligned with employee sentiment.

In contrast, biannual or annual surveys might be sufficient for more stable workplaces. Regardless of frequency, consistency is key; regular eNPS surveys show employees that their opinions matter, fostering a culture of trust and continuous improvement.

Significance of asking the right eNPS survey questions to get accurate data

Asking the right questions in an eNPS survey is crucial to obtaining data that truly reflects employee sentiment.

Well-crafted questions not only measure eNPS capture employees’ willingness to recommend the company but also reveal underlying factors affecting their loyalty. Here are five reasons why precise eNPS questions are essential for accurate insights:

1. Identifies key drivers of satisfaction

The right questions help pinpoint what drives employee satisfaction or dissatisfaction. By exploring areas like management support, career growth, or work-life balance, companies can understand what motivates promoters and address the concerns of detractors.

2. Encourages honest feedback

Clear and direct questions foster a sense of openness, encouraging employees to provide honest feedback. When questions feel relevant and focused, employees are more likely to trust the survey process and share their true experiences.

3. Helps uncover the root causes of issues

Beyond measuring loyalty, well-designed questions can reveal underlying issues in the workplace. For example, follow-up questions on workload or communication can highlight specific pain points that may not surface through a general satisfaction question alone.

4. Enables targeted improvements

Accurate data from specific questions allows companies to make targeted improvements. Knowing the precise areas where employees feel disengaged enables management to focus efforts on relevant solutions rather than implementing broad, unfocused changes.

5. Builds a culture of responsiveness

When employees see that their detailed feedback leads to meaningful changes, it builds trust and loyalty. Asking thoughtful questions shows employees that their opinions are valued, reinforcing a responsive and proactive company culture.

What is a good eNPS score?

A good eNPS score reflects a positive level of employee loyalty and satisfaction. It’s a measure of how likely employees are to recommend their workplace to others, which can be a powerful indicator of overall company culture and employee engagement.

While the interpretation of a "good" score can vary depending on industry and company size, a general guideline exists.

An eNPS score ranges from -100 to +100, and typically, a score above 0 is considered favorable. A positive score indicates that there are more Promoters than Detractors, suggesting that most employees are engaged and supportive of the company. A score of 50 or higher is excellent, signifying a highly loyal workforce, while anything above 70 is considered exceptional.

Scores between 10 and 30 are generally seen as solid, showing a positive work environment, but there may still be room for improvement. Scores between -10 and 10 indicate that companies may have more work to do to address employee concerns and enhance engagement.

A score below 0 suggests there are more dissatisfied employees than satisfied ones, signaling that immediate action is needed to improve workplace culture and employee satisfaction.

5 Tips to make the best use of eNPS in 2025

As eNPS becomes an increasingly important tool for gauging employee loyalty and satisfaction, knowing how to leverage it effectively is key. In 2025, businesses must adopt strategies that not only measure sentiment and employee engagement but also drive meaningful change.

Here are five tips to make the best use of eNPS to improve workplace culture and employee engagement:

1. Segment eNPS data by department or team: Break down eNPS scores by specific departments, teams, or roles to uncover more targeted insights. This allows you to identify areas of strength and weakness, ensuring that improvements are focused where they are most needed, rather than making generalized changes.
2. Follow up with actionable feedback: After collecting eNPS data, it’s crucial to follow up with detailed feedback. Ask open-ended questions to understand the reasons behind employees’ ratings and implement actionable steps to address concerns or reinforce positives. This will show employees that their opinions are valued and lead to meaningful change.
3. Track trends over time: Regularly track your eNPS scores to identify long-term trends rather than just one-off results. Monitoring shifts in employee sentiment can highlight emerging challenges or improvements, providing valuable insight into how organizational changes or initiatives are being received.
4. Combine eNPS with other employee data: Integrate eNPS data with other employee engagement metrics, such as surveys on job satisfaction, work-life balance, or professional development. This holistic approach helps provide a more comprehensive view of the factors affecting employee engagement.
5. Set clear goals for improvement: Use eNPS as a benchmark to set specific, measurable goals for improving employee satisfaction. Whether it’s reducing turnover, improving management support, or enhancing employee benefits, eNPS can guide your strategy and provide a metric to track progress.

How to interpret your eNPS score?

Interpreting your eNPS score provides valuable insights into employee sentiment, loyalty, and overall satisfaction. The eNPS score ranges from -100 to +100, and understanding what your score means is crucial for making informed decisions about workplace improvements.

A positive eNPS score indicates that you have more Promoters than Detractors, which means that employees are generally satisfied and likely to recommend your company as a great place to work.

If your score is above 50, you’re considered to have an exceptionally highly engaged workforce here. A score between 10 and 50 is still considered good, signaling that your company is doing well but there is room for improvement.

A score close to 0 means that your workforce is evenly split between Promoters and Detractors, suggesting that employees may be indifferent or have mixed feelings about their experience.

This is a sign that more attention is needed to address employee concerns and improve overall employee satisfaction surveys.

A negative eNPS score, below 0, indicates that there are more Detractors than Promoters. This is a red flag, showing a dissatisfied workforce that may be disengaged or considering leaving the company. A negative score requires immediate attention, with a focus on understanding the root causes and implementing changes to improve employee engagement.

Top 6 strategies to improve your eNPS score

Improving your eNPS score is crucial for fostering employee engagement and creating a positive company culture. A higher eNPS indicates a loyal and motivated workforce, while a no eNPS benchmark lower score highlights areas for improvement. Here are six effective strategies to help boost your eNPS score and employee engagement initiatives in 2025:

1. Enhance employee recognition programs

Recognizing employees’ hard work and achievements boosts morale and promotes a sense of value within the organization. A consistent, company-wide recognition program helps transform employees into promoters by making them feel appreciated and motivated to advocate for the company.

2. Foster transparent communication

Open and transparent communication creates trust between employees and management. Regularly sharing company updates, and goals, and addressing employee concerns shows that leadership values transparency and feedback, which leads to a stronger sense of loyalty among employees.

3. Provide growth and development opportunities

Employees who feel stagnant in their roles are more likely to become disengaged. Offering career development programs, training, and opportunities for internal promotions can increase satisfaction and loyalty, positively impacting your eNPS score.

4. Improve work-life balance

A healthy work-life balance is crucial for employee satisfaction. Offering flexible work hours, remote work options, or wellness programs can reduce burnout and increase happiness, leading to more promoters in your workforce.

5. Act on employee feedback

Actively listening and responding to feedback is key to improving employee engagement. Use eNPS survey results to identify areas of improvement and demonstrate that you are committed to making changes that directly address employees’ concerns.

6. Enhance leadership and management training

The relationship between employees and their managers directly impacts eNPS scores. Invest in training programs for managers to improve their leadership skills, communication, and ability to motivate their teams. Strong leadership can significantly up eNPS score calculation and increase employee satisfaction and loyalty.

Significance of an eNPS software

eNPS software plays a critical role in streamlining the process of collecting, analyzing, and acting on employee feedback.

With the growing emphasis on employee engagement and loyalty, having the right tools to measure and manage eNPS data can provide actionable insights that drive organizational success. Here are five Key reasons why eNPS software is significant:

• Automates survey distribution and collection: eNPS software automates the distribution of surveys, ensuring they are sent out on time and reach the right audience. This saves time and reduces human error, allowing companies to gather consistent and reliable data with minimal manual effort.
• Real-time data analysis: One of the main advantages of eNPS software is its ability to analyze data in real-time. By providing immediate insights into employee sentiment, businesses can act quickly to address issues or reinforce positive trends, ensuring they stay ahead of potential problems.
• Customizable reporting: eNPS software allows for customizable reporting, helping organizations tailor their analysis to specific teams, departments, or timeframes. This customization enables businesses to uncover trends and patterns unique to their workforce, leading to more targeted strategies for improvement.
• Segmentation and deep insights: With eNPS software, you can segment survey data by factors such as department, location, or tenure. This segmentation helps identify specific issues within different employee groups, enabling companies to address concerns in a more personalized and effective manner.
• Secure and confidential feedback: Using eNPS software ensures that employees can provide feedback anonymously, which is crucial for obtaining honest and unfiltered responses. Anonymity increases response rates and fosters a culture of trust, where employees feel safe expressing their true opinions without fear of repercussions.

Conclusion

eNPS is a powerful tool for understanding employee sentiment and fostering a culture of engagement and loyalty. By regularly measuring and acting on eNPS feedback, companies can drive meaningful improvements that positively impact both employee satisfaction and overall business performance.

Leveraging the right eNPS survey software, like CultureMonkey, ensures that the process is streamlined, secure, and insightful. With its real-time data analysis, customizable reports, and ability to gather honest feedback, CultureMonkey can help you effectively track, analyze, and enhance your eNPS scores—empowering your organization to create a thriving and positive workplace culture together.

FAQs

1. What is the difference between eNPS and traditional employee surveys?

eNPS focuses specifically on measuring employee loyalty by asking how likely employees are to recommend the company to others. Traditional employee surveys, on the other hand, cover a broader range of topics, including job satisfaction, work culture, and benefits. eNPS provides a quick snapshot of overall employee sentiment, while traditional surveys offer deeper insights into areas of engagement.

2. How does eNPS compare to customer NPS (Net promoter score)?

Both eNPS and customer NPS measure loyalty, but they target different audiences. eNPS gauges employee satisfaction and likelihood to recommend their workplace, while customer NPS measures customer satisfaction and their likelihood to recommend a company’s product or service. Both scores are valuable for understanding loyalty, but eNPS focuses on internal employee sentiment, while customer NPS is customer-facing.

3. Can eNPS be used in small companies effectively?

Yes, eNPS is highly effective for small companies. In fact, it offers a simple, yet powerful way to gauge employee loyalty and satisfaction, even in smaller teams. With fewer employees, feedback can be more easily analyzed and acted upon. Small companies can leverage eNPS to create a positive work environment and improve employee retention by addressing concerns early.

4. How do I address low eNPS scores in my organization?

To address low eNPS scores, start by having an employee net promoter system in place, that help you gather detailed feedback from employees to understand the root causes. Implement specific changes based on their concerns, such as improving management practices or enhancing benefits. Communicate these changes transparently to employees and follow up regularly to track progress. This will demonstrate your commitment to improvement and rebuild trust within your organization.

5. Is eNPS enough on its own to measure employee engagement?

While eNPS provides valuable insights into employee loyalty, it should not be the sole measure of engagement. It offers a quick snapshot of overall sentiment but doesn’t capture all aspects of employee experience. Combining eNPS with other surveys or feedback mechanisms focused on job satisfaction, growth opportunities, and company culture will provide a comprehensive view of employee engagement.