Definition
A metric adapted from customer experience measurement that gauges employee loyalty and satisfaction by asking how likely they are to recommend their organisation as a place to work, scored on a scale of 0 to 10.
UK Context
eNPS is widely used by UK organisations, including many listed on the Sunday Times Best Companies to Work For list. The CIPD recognises eNPS as a useful metric when used alongside broader engagement measures. UK employers frequently benchmark their eNPS against industry peers using platforms such as Peakon, Culture Amp, and Officevibe. GDPR considerations apply to the collection and processing of eNPS data, particularly when combined with demographic information.
Best Practices
- Use eNPS as one metric alongside more detailed engagement surveys, not as a standalone measure
- Include follow-up open-text questions to understand the reasons behind scores
- Track eNPS trends over time rather than focusing on individual point-in-time scores
- Ensure anonymity to encourage honest responses, especially from potential Detractors
- Act on findings visibly to demonstrate that employee feedback drives genuine change
Frequently Asked Questions
How is eNPS calculated?
eNPS is calculated by asking employees to rate on a scale of 0 to 10 how likely they are to recommend the organisation as a place to work. Employees scoring 9-10 are Promoters, 7-8 are Passives, and 0-6 are Detractors. The eNPS equals the percentage of Promoters minus the percentage of Detractors, giving a score between -100 and +100.
What is a good eNPS score?
Any score above 0 means there are more Promoters than Detractors, which is acceptable. Scores above 20 are generally considered good, and scores above 50 are excellent. However, benchmarks vary by industry and region. The most important thing is tracking your trend over time rather than fixating on a single number.
How often should eNPS be measured?
Most organisations measure eNPS monthly or quarterly to track trends and identify changes in sentiment quickly. More frequent measurement (weekly) can cause survey fatigue. Less frequent measurement (annually) misses important fluctuations. Monthly or quarterly pulse surveys with the eNPS question are the most common approach.