Skip to content
English
Contact us
  • There are no suggestions because the search field is empty.

eNPS - employee Net Promoter Score

eNPS is a measure of employee loyalty and overall sentiment toward an organisation. It is often linked to the employer brand, as it reflects how attractive the organisation is as an employer.

The Question

“How likely are you to recommend the organisation as an employer to a friend or acquaintance?”

Response Scale

npsScale_en

The question is answered on a scale from 0 (not at all likely) to 10 (very likely).

  • Promoters (9–10) are loyal and engaged employees. They have a strong relationship with the organisation and actively recommend their employer.

  • Passives (7–8) are satisfied but not particularly engaged. They could be tempted to switch to another employer.

  • Detractors (0–6) are dissatisfied and often lack engagement. They do not have a strong relationship with the organisation and are more likely to speak negatively about their employer.

Calculation

Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters.

This means that if the percentage of Detractors is greater than the percentage of Promoters, the eNPS score will be negative. If Promoters outnumber Detractors, the score will be positive.

The scale ranges from -100 to +100.

Example

Promoters 54%, Passives 11%, Critics 35%

54% - 35% = eNPS 19

NPSWheel01_en

💡 The eNPS question is often followed by an open text field where respondents can explain the reason for their rating. This adds another dimension to the results and enable text and sentiment analysis, providing deeper insights into the underlying factors.

Background

As employees are an increasingly valuable asset for organisations, they are focusing more on attracting and retaining top talent. Employer branding is one way to do this — the goal is to become an attractive employer with a positive employee value proposition.

The purpose of employer branding can be external (to attract new talent) or internal (to retain existing employees).

  • Externally, the branding can be instrumental, such as benefits, compensation, location, or working hours, or symbolic, such as the prestige of working for the organisation (Backhaus, 2016; Backhaus & Tikoo, 2004).
  • Internally, it’s about shaping perceptions of the organisation’s identity and culture, which can strengthen employee loyalty and ultimately lead to higher productivity (Backhaus, 2016; Backhaus & Tikoo, 2004).

Net Promoter Score (NPS) was developed by Fred Reichheld at Bain & Company to measure customer loyalty (Kaufman, 2016; Reichheld & Markey, 2011).

Since 2006, Brilliant has used eNPS in employee surveys to measure loyalty and employer brand perception.