What Is a Good eNPS?
There are no official benchmarks. However, some experts claim that a good score varies between 10 to 30, with the normal score ranging from -10 to 20. Anything less than -10 is concerning. On the contrary, a score above 40 is considered excellent.
Benchmarks also vary by business sector.
What Is the Purpose of the eNPS?
The eNPS is an indicator of the level of loyalty of the employees toward their employer. Keeping track of the eNPS therefore helps employers to better understand the experience of their employees at work. Employers can take different actions depending on the results to maintain or improve the prevailing level of satisfaction within their team.
Satisfied employees (promoters) will not hesitate to advocate for the organization, whereas passive or unsatisfied employees (detractors) will be less likely to recommend the company.
A positive work environment will most likely receive a score between 1 and 100. On the contrary, a negative work environment will most likely result in a score between -100 and 0.
How to Calculate the eNPS?
The eNPS is calculated by subtracting the percentage of detractors from the percentage of promoters:
% of promoters - % of detractors = eNPS
For example, if 55% of the employees of a company are promoters and 10% are detractors, the eNPS for that company would be 45 (55 - 10 = 45).
The percentage of passives is not included in the calculation. The number of promoters, passives, and detractors is determined by evaluating the answers of the employees to the following question: “On a scale from 0-10, how likely are you to recommend our company as a workplace to a friend or family member?”.
The answers are then divided in three groups:
- Promoters (scores 9-10);
- Passives (scores 7-8);
- Detractors (scores 0-6).
The percentage of promoters is obtained by dividing the number of promoters by the total number of employees. For example, if a company has 200 employees, 70 of which are promoters, the percentage of promoters is 35% (70 ÷ 200 = 0,35).
The percentage of detractors is obtained by dividing the number of detractors by the total number of employees. For example, if a company has 200 employees, 50 of which are detractors, the percentage of detractors is 25% (50 ÷ 200 = 0,25).
The number of passive employees is always included in the total number of employees, but calculating the percentage of passive employees is not a meaningful metric.