The Employee Net Promoter Score (eNPS) is a key figure for measuring employee satisfaction and loyalty. It is based on the question of how likely employees are to recommend the company as an employer (scale 0-10) and is calculated by subtracting the percentage of detractors (0-6) from the percentage of promoters (9-10). The score ranges from -100 to +100, with scores above 10 considered good and industry averages between 12 and 35.

What is eNPS?

The Employee Net Promoter Score (eNPS) is a tool for measuring employee satisfaction and loyalty. It provides information on how likely it is that employees would recommend their company as an attractive employer.

The eNPS is based on the Net Promoter Score (NPS), which was developed in 2003 by Fred Reichheld from Bain & Company. Originally, NPS was used to measure customer loyalty. The transfer to the employee experience took place because the same logic can be applied: Satisfied, loyal employees are more willing to recommend their company — just as satisfied customers recommend a product or service.

The purpose of the eNPS is to provide a quick overview of employee engagement and employee retention with a single, concise question. Gallup studies show that companies with engaged employees are 21% more profitable and 17% more productive than companies with low employee retention.

How is eNPS calculated?

The calculation of the eNPS follows a simple but effective logic. It is based on a single question and a standardized formula.

The eNPS formula

The central question is: “On a scale of 0 to 10, how likely is it that you would recommend our company as a place to work?”

The answers are divided into three categories based on the evaluation. The following formula is derived from these categories:

eNPS =% promoters -% detractors

Liabilities are not included in the calculation. The result is a number between -100 and +100.

Categories: Promoters, Passives, Detractors

Depending on the assessment, employees are divided into one of three groups:

Promoters (9-10): These employees are highly satisfied and emotionally attached to the company. They would actively recommend the company and make a positive contribution to the corporate culture. Promoters are often the most committed employees who go above and beyond their duties.

Passive (7-8): This group is happy but not enthusiastic. Passives would not actively recommend the company and are more susceptible to offers from other employers. They often make up 30-50% of the workforce, but are not included in the eNPS calculation — an often criticized aspect, as valuable feedback is ignored.

Detractors (0-6): These employees are dissatisfied and could speak negatively about the company. They have low emotional attachment and may be thinking about changing jobs. Detractors can put a strain on corporate culture and increase turnover.

Calculation example

Let's say you conduct an ENPS survey in your company with 100 employees and get the following results:

• 50 promoters (50%)
• 30 Passive (30%)
• 20 detractors (20%)

The calculation is as follows:

eNPS = 50% - 20% = 30

Your company therefore has an eNPS of +30. This is a solid result and shows that significantly more employees would recommend the company than would advise against it.

A second example with 2,000 employees:

• 600 promoters (30%)
• 600 Passives (30%)
• 800 detractors (40%)

eNPS = 30% — 40% = -10

A negative eNPS means that there are more detractors than promoters — a clear signal that action is needed.

What is a good eNPS?

The interpretation of eNPS values is not one-dimensional. What is considered “good” depends on several factors.

Interpreting the values

Basic interpretation:

• Above 0: More promoters than detractors — a positive signal
• 10-30: Good — solid employee satisfaction
• 30-50: Very good — strong employee engagement
• Over 50: Excellent — exceptionally high loyalty

Below 0 (negative): More detractors than promoters. This signals a clear need for action and should be analysed through additional questions in order to identify the causes.

However, it is important: The most important comparative value for your company is your own previous score. An improvement from +5 to +15 is a greater success than a static value of +20.

Industry benchmarks

According to the Perceptyx Benchmark Database, the global eNPS average is 12 (as of 2024). This figure has remained relatively stable compared to 2021 (13.8), but shows a jump to 21 in 2022, which points to increased employee experience initiatives following the pandemic.

However, the figures differ significantly by sector:

• Professional Services: 35
• Telecommunication: 27
• Technology: 25
• Healthcare: 22
• Manufacturing: 20-30 (increasing)
• Finance & Insurance: Stable in the mid-range

These differences are explained by various factors: working conditions, compensation structures, work-life balance opportunities, and industry-specific challenges. In healthcare, for example, heavy workload and emotional stress often result in lower eNPS scores.

Conclusion on the evaluation: Compare your eNPS with industry scores, but set realistic improvement goals based on your current status. If your score is +10, +15 is a good goal next year — not +50 right away.

Benefits and limits of eNPs

The eNPS is a popular tool in HR management, but it has both strengths and weaknesses.

Benefits: Simplicity, comparability, cost efficiency

Simplicity: The biggest advantage of eNPS is its simplicity. A single question provides a clear number that is easy to communicate — from HR to management. Employees can answer the survey in under a minute, which increases the participation rate.

Comparability: The eNPS enables benchmarking — both internally (various departments, locations) and externally (industry comparisons). Since many companies around the world use eNPS, it is easy to compare the industry.

Cost efficiency: eNPS surveys can be carried out cost-effectively. There is no need for complex software or lengthy questionnaire creation. The evaluation is also completed quickly.

Tracking over time: Regular measurements (e.g. quarterly) show trends and help to verify the effectiveness of HR measures.

Limits: No causality, passive problem, measurement inaccuracy

No causality: The eNPS shows HOW employees rate the company, but not WHY. A score of +20 can result from good salary, poor leadership, and good work-life balance — but the score alone says nothing about the reasons. Without additional questions, the eNPS remains a “black box”.

The passive problem: 30-50% of employees typically fall into the “passive” category (7-8). These are ignored in the eNPS calculation, although they could provide valuable feedback. The German Human Resources Association (DGP) criticizes the fact that this large part of the workforce remains invisible. Passives are often on the “fence” — they could become promoters or migrate to detractors, depending on their next experience in the company.

Measurement inaccuracy: Benjamin Haarhaus from DGP has pointed out that the eNPS is subject to severe random fluctuations due to the reduction to a single question. Factors such as the form of the day, current events (e.g. recent praise or criticism) can influence the evaluation.

Difference from commitment: A high eNPS does not automatically mean high employee engagement. Some employees may recommend the company to others (for example because of good benefits), but they are not particularly motivated or productive. According to Gallup, “fans” (promoters) are not the same as “players” (dedicated employees who actively contribute to performance).

Conclusion: The eNPS is a useful indicator but not a standalone tool. It should be combined with qualitative questions and other engagement metrics.

How do you conduct eNPS surveys?

A successful eNPS measurement requires more than just the core question. Here are the most important aspects of a meaningful survey.

The right question

The standard question is:

“On a scale of 0 to 10, how likely is it that you would recommend our company as a place to work?”

This wording should be retained to ensure comparability with industry benchmarks. Variations such as “Would you like to work here?” or “Are you satisfied?” change the expressiveness.

The scale ranges from 0 (“Very unlikely”) to 10 (“Very likely”). An 11-point scale offers more differentiation than a 5-point scale and is in line with international standards.

Useful additional questions

The eNPS alone is a starting point — the actual insight comes from the additional questions. These should be formulated openly in order to obtain qualitative insights:

• “Why did you leave this review?” (the most important question)
• “What is going particularly well in our company?”
• “What could be improved?”
• “What is most important to you as an employee?”

Make sure to ask a maximum of 2-3 additional questions. Surveys that are too long reduce the participation rate.

Measurement frequency

At least annually: In order to identify trends, the eNPS should be measured regularly. An annual measurement is the minimum.

Recommended: Quarterly: Many companies conduct ENPS surveys every three months. This enables faster responses to changes and shows whether HR measures are effective.

Beware of survey fatigue: Surveys that are too frequent (e.g. monthly) can overwhelm employees and reduce their willingness to participate. Quarterly or half-yearly surveys are usually the best compromise.

Ensuring anonymity

Anonymity is crucial for honest answers. If employees fear that negative reviews will have consequences, they will either not participate or will gloss over their answers.

Best practices:

• Use external survey tools with anonymity guarantees
• Communicate transparently that answers are anonymous
• Avoid demographic questions that allow conclusions to be drawn about people (e.g. “department” in small teams)
• Show results only for groups of at least 5-10 people

How can you improve eNPS?

A low or stagnating eNPS is no reason to panic — but a starting point for targeted improvements.

Take feedback seriously and communicate

The most common mistake: Conduct an eNPS survey and then do nothing. Employees must see that their feedback is heard and leads to change.

Communicate the results: Share the eNPS values transparently with the workforce. Explain what the numbers mean and what conclusions you draw from them. Don't hide bad news — honesty creates trust.

Act visibly: Initiate concrete actions based on feedback. When employees demand better communication, introduce regular townhalls. If work-life balance is an issue, evaluate flexible working models.

Close the feedback loop: After 3-6 months, inform the workforce which measures have been implemented and how the eNPS has developed.

Train managers

According to Gallup, management and leadership have the biggest impact on employee engagement. A bad manager can make even a great company unbearable for employees.

Invest in leadership development:

• Empathic leadership training
• feedback techniques (constructive criticism, praise)
• conflict resolution
• Regular 1:1 discussions with team members

Studies show that teams with good managers have eNPS scores that are 20-30 points higher than teams with weak managers — even in the same company.

Work-life balance and benefits

Factors such as flexible working hours, home office options and attractive benefits have a direct impact on employee satisfaction.

measures:

• Flexible working time models (e.g. core working hours, flexitime)
• Home office/hybrid models
• additional vacation, sabbatical options
• Health promotion (gym subsidies, mental health)
• Continuing education opportunities

These measures show employees that the company takes their needs seriously.

The right selection of personnel

An often overlooked factor: The basis for long-term employee satisfaction is already laid during the recruiting process. If candidates don't fit in with the company, they become dissatisfied in the long term — no matter how good the benefits are.

Cultural fit from the start: Objective aptitude testing helps to select candidates who are not only professionally qualified but also fit in with the corporate culture. Digital platforms for aptitude diagnostics use scientifically validated tests to measure competencies, personality traits and values. By reducing Unconscious Bias The selection enables a fairer and more objective decision.

A better Cultural Fit leads to higher satisfaction, lower fluctuation and ultimately to a more stable eNPS. Companies that invest in objective aptitude diagnostics benefit in the long term from a more suitable workforce and higher employee engagement.

Learn more about objective aptitude diagnostics for better cultural fit

Common questions about eNPS

How is eNPS calculated?

The eNPS is calculated by subtracting the percentage of promoters (rating 9-10) from the percentage of detractors (rating 0-6). The formula is: eNPS =% promoters -% detractors. Passives (rating 7-8) are not included in the calculation. The result is a number between -100 and +100.

What is a good eNPS score?

A good eNPS score is between 10 and 30. Values between 30 and 50 are considered very good, anything above 50 is considered excellent. Any value above 0 is positive because it means that there are more promoters than detractors. However, it is important to compare with industry figures and develop over time — an improvement from +5 to +15 is a greater success than a static value of +20.

What does a negative eNPS mean?

A negative eNPS means that there are more detractors (0-6) than promoters (9-10) in the company. This signals the need for action in terms of employee satisfaction. A negative score is not necessarily disastrous, but it is important to identify the causes by asking additional questions and to initiate targeted measures. Regular measurements help identify trends and verify the effectiveness of improvements.

How often should eNPS be measured?

At least annually, but a quarterly measurement (every 3 months) is recommended. Regular measurements show trends and developments and enable faster responses to changes. However, surveys that are too frequent (e.g. monthly) can lead to survey fatigue and reduce the participation rate. Quarterly or half-yearly measurements are usually the best compromise.

What additional questions should you ask eNPS?

The most important additional question is: “Why did you leave this review?” This open question provides qualitative insights. Other useful questions include: “What is going particularly well in our company?” , “What could be improved?” and “What is most important to you as an employee?” Make sure to ask a maximum of 2-3 additional questions to keep the participation rate high.

What is the difference between eNPS and NPS?

The NPS (Net Promoter Score) measures customer loyalty, while the eNPS (Employee Net Promoter Score) measures employee loyalty. They both use the same methodology: A 0-10 scale and the same formula (% promoters -% detractors). The difference lies in the target group: customers vs. employees. eNPS scores are often lower than NPS values because employees have higher expectations of their employer. However, studies show a positive correlation: Companies with a high eNPS often also have a high NPS.

Why are passives not included in the calculation?

The disregard of passives dates back to the original NPS logic by Fred Reichheld (2003). Passive (rating 7-8) are considered “neutral” — neither actively positive nor negative. A common criticism, however, is that this ignores valuable feedback from 30-50% of the workforce. Many HR experts therefore recommend analyzing passives anyway, as they have potential to increase and can easily migrate to detractors.

How can you improve eNPS?

There are several proven strategies: Take feedback seriously and communicate — shows that survey results lead to concrete measures. Train managers — good management has the biggest impact on engagement. Promote work-life balance — flexible working models, home office and benefits improve satisfaction. Proper personnel selection — objective aptitude diagnostics ensure a better cultural fit right from the start. Regular measurements and transparent communication are also crucial.

Conclusion

The Employee Net Promoter Score is a valuable but not unique tool for measuring employee satisfaction and loyalty. Its greatest strength lies in simplicity: A single question provides a clear, comparable numerical value that makes trends visible over time. The global average of 12 (Perceptyx 2024) shows that even moderate values are normal — continuous improvement is more important than a “perfect” score.

However, the limits of the eNPS should not be ignored. Without additional qualitative questions, it remains unclear WHY employees give a specific rating. Ignoring passives (30-50% of the workforce) is problematic because valuable feedback is lost. In addition, the eNPS measures willingness to recommend, not directly commitment or productivity.

The best practice: Combine the eNPS with open questions, analyze the results by department or location and initiate visible measures. Investments in management development, open communication and appropriate personnel selection pay off in the long term. Companies that continuously measure and improve their eNPS not only create happier employees, but also a stronger employee retention and a more attractive Employer Branding.

Regular measurement, honest communication and consistent action — these are the three pillars for sustainable success with eNPS.

Sources

• Reichheld, F. (2003). The One Number You Need to Grow. Harvard Business Review. https://hbr.org/2003/12/the-one-number-you-need-to-grow
• Gallup Inc. (2024). State of the Global Workplace Report. Gallup. https://www.gallup.com/workplace/
• Perceptyx (2024) Employee Net Promoter Score Benchmark Database. Perceptyx. https://blog.perceptyx.com/employee-net-promoter-score
• Haarhaus, B. (2015). Just a single number — critical review of the eNPS. German Society for Human Resources (DGP). Staff magazine, issue 3/2015.
• AHER (2025). Employee Net Promoter Score (eNPS): 2026 Ultimate Guide. Academy to Innovate HR. https://www.aihr.com/blog/employee-net-promoter-score-enps/
• Qualtrics XM Institute (2025). eNPS — Employee Net Promoter Score. Qualtrics https://www.qualtrics.com/de/erlebnismanagement/mitarbeiter/enps/
• HiBob (2025) What is employee net promoter score (eNPS)? HiBob. https://www.hibob.com/hr-glossary/employee-net-promoter-score/