What is eNPS and where it came from
eNPS (Employee Net Promoter Score) — HR adaptation of Net Promoter Score; we ask: "How likely are you to recommend our company as a place to work? (0-10)". Responses are divided into three groups, score — difference between share of promoters and critics. Range: from -100 to +100.
Historical roots — Frederick Reichheld's article "The One Number You Need to Grow" in Harvard Business Review (2003), which launched NPS/Net Promoter System.
Calculation example: in a sample of 100 people, 60 gave 9-10, 20 — 7-8, 20 — 0-6. Passives are not counted → 60% promoters - 20% critics = eNPS = 40.
What is considered "good" eNPS
Practical guidelines (not absolutes):
- 10-30 = "good"
- 50-70 = "excellent"
- 80+ = top level
- >0 — already acceptable, but main thing — dynamics in your context
Vendor guides often consider 30%+ high level; however, PeopleForce and HRToday emphasize: don't get fixated on the number, more important to understand "why".
Benchmarks depend on sector (average across samples — ~12-14), so compare primarily with your own history and neighboring teams, not with abstract "market".
How often to measure and how to organize surveys
Rhythm:
Quarterly + short pulse surveys after important changes (reorganization, RTO policy, etc.).
Target participation:
Aim for 70-80% responses; otherwise risk of bias arises.
Anonymity:
Critical condition for honesty. EX platforms practice anonymity thresholds (e.g., show slices only from 5+ responses) to prevent de-anonymization.
Segmentation:
Break down by departments, locations, roles, tenure, managers — average masks "local holes".
Questions and survey structure (ready-to-use)
Key question:
"How likely are you to recommend our company as a place to work? (0-10)"
One follow-up (open):
"What was the main reason for your rating?" or "What should we improve first?" (better one to avoid fatigue).
Diagnostic blocks (optional):
Engagement, satisfaction, relationships with manager/colleagues, recognition, growth, strategy, "happiness". These directions are often used in HR systems for deeper eNPS interpretation.
How to turn eNPS into actions (closed loop)
- Analyze comments (themes, tone, repeatability)
- Share results with team (honestly, even if low)
- Form action plan with responsible parties and deadlines; not "improve communication", but specific initiatives
- Repeat survey on schedule; show "You said — we did"
Real example: in 2024 at Dell after changing return-to-office policy, eNPS dropped from 62 to 48 (Tell Dell data). Good illustration of how surveys help timely see unwanted consequences of changes.
Statistics without pain: how to read eNPS more confidently
Confidence intervals for eNPS. eNPS is difference of two proportions (promoters and critics), so more correct to use methods for difference of proportions or adapted/bootstrap approach (popular in NPS analytics). This helps assess whether the indicator really changed between survey waves.
Rule of thumb: smaller sample, wider interval and higher probability of "noise". Important not only the number, but error and consistency of data collection approaches.
Comparison: eNPS vs pulse vs "engagement surveys"
- eNPS — quick "thermometer" of culture (1 question + 1 open comment)
- Pulse — often/shortly, to track effect of changes
- Full engagement surveys — deep dive into experience drivers; advisable to combine approaches
Common mistakes and how to avoid them
- Hunting for "magic benchmark". Context and trend more important than average "across the board".
- Ignoring passives. This is the nearest reserve of promoters.
- Lack of anonymity threshold → distrust and understated responses. Use min. segment size (typically 5+).
- Inaction after survey → next time people won't respond. Close "action loop".
90-day plan after survey (template)
- Days 1-7: data review, quick theme classification, primary communication of results (what and when we'll do)
- Days 8-30: 2-3 specific initiatives (e.g., 1:1 feedback, manager workshops, workload review)
- Days 31-60: medium-term changes (processes, policies, tools); checkpoints with teams
- Days 61-90: pulse survey, public update "You said — we did", preparation for next wave
Case-business connection
HRToday data emphasize: eNPS correlates with performance (retention, productivity, employer brand). That is, investments in employee experience pay off.
Ready templates (copy as is)
Survey announcement (email/Slack):
Colleagues, launching short anonymous eNPS survey (1-2 questions). Goal — understand how to make company a better place to work. Results and action plan we'll share in 2 weeks. Thanks for your voice!
Message after results:
Thanks for participation! Our eNPS this round — __. We saw three main themes from comments: __, __, __. Within 30 days doing: __, __, __. Re-measure in quarter.
Short guide for manager (1:1):
"I see signals about communication/workload/development. What hurts most? What can we change in 2 weeks?"