What are the employee net promoter score (eNPS) and manager net promoter score (mNPS)?

Employee net promoter score (eNPS) and Manager net promoter score (mNPS) allows companies to measure employee loyalty and the likelihood of their employees to recommend their company and managers to colleagues, friends, and family members.

How does it work?

Step 1: Employees are asked these net promoter score questions:

  1. On a scale of 0 - 10, how likely are you to recommend this company to colleagues, friends, and family members as a great place to work? 

  2. On a scale of 0 - 10, how likely are you to recommend your manager to colleagues, friends, and family members?

Step 2: Responses are then tabulated into Detractor (0-6), Passive (7-8), and Promoter (9-10).

  • Detractors are not at all likely to recommend

  • Passives are not likely to recommend but are happy where they are

  • Promoters are extremely likely to recommend

Step 3: NPS is calculated by using the following equation.

  • % Promoter - % Detractor = NPS

  • Passive is not used in the NPS equation. Why? Because 7 & 8 are considered neutral.

Example of eNPS calculation

  • If 40% of respondents are detractors,

  • 35% of respondents are passives,

  • 25% of respondents are promoters,

  • 25% - 40% = -15 eNPS.

eNPS Score can range from -100 to +100

What is a good NPS score?

A good score is usually anything positive. Companies that score between +10 to +30 are usually in good standing.

Benchmarking eNPS

Companies often want to benchmark their eNPS against their competitors. While this is good information to have, it is more important for companies to benchmark against themselves to see if they are trending up or trending down!

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