What Is The Importance Of Employee NPS (eNPS)?

Published on:
Fri Jun 09 2023
Employee Experience

In any organization, success and growth depend not only on satisfying customers but also on keeping employees engaged and motivated. Happy and engaged employees tend to be more productive, deliver excellent customer service, and contribute to a positive work environment.

But how can you tell if your company has low employee engagement? While there are various ways to measure employee satisfaction, one of the ways to measure employee satisfaction is the Employee Net Promoter Score (eNPS).

What Is Employee NPS (eNPS)?

Employee NPS is a metric that measures the loyalty of employees to their employer. It's similar to customer NPS, but it's focused on employees rather than customers. Employee NPS can be used to track employee satisfaction over time, by measuring whether current employees are likely to recommend their company to others or not.

An employee NPS survey can help you find out what your employees feel about their work environment, company culture, and leadership. An employee NPS survey can be used as part of the performance review process.

Employee NPS can’t replace traditional performance reviews or other ways of evaluating employee performance, it helps companies who want to understand how well they're doing at keeping their employee happy and engaged in the workplace.

The eNPS survey consists of a single question: "On a scale of 0-10, how likely are you to recommend this organization to your friends and colleagues?" Based on their responses, employees are classified into three categories: Promoters (score 9-10), Passives (score 7-8), and Detractors (score 0-6).

  • Promoters: Employees who respond with a score of 9 or 10. These employees are highly satisfied and loyal, and they are likely to recommend the organization to others.
  • Passives: Employees who respond with a score of 7 or 8. These employees are not loyal to the organization, but they also don't have any negative feelings about the organization.
  • Detractors: Employees who respond with a score of 0-6. These individuals are dissatisfied and are more likely to speak negatively about the organization and will not recommend the organization to others.

The formula for calculating employee NPS is:

eNPS = % of Promoters - % of Detractors

What is the importance of eNPS?

eNPS is a great way to measure employee engagement and understand how your employees feel about their leaders, managers, and company. It can also help you identify areas for improvement. Let’s understand the importance of eNPS in detail:-

1. Identifying areas of improvement

By regularly measuring eNPS, organizations can get valuable insights into the overall satisfaction of their employees. It identifies areas that need improvement, whether it's related to work culture, communication, career development, or leadership. Addressing these concerns immediately can lead to a more engaged and productive workforce.

2. Increase employee engagement

eNPS surveys encourage employees to share their opinions and concerns openly. This creates a culture of open communication, where employees feel heard and valued. Organizations can use this employee feedback to make meaningful changes that can enhance employee engagement, motivation, and job satisfaction. Engaged employees are more likely to go the extra mile, leading to improved customer service and overall business success.

3. Impact on employer branding

Positive eNPS scores can significantly impact an organization's employer branding efforts. Satisfied and engaged employees are more likely to speak positively about their workplace, leading to a positive reputation both within and outside the organization. This can attract top talent during the recruitment process and enhance the organization's ability to retain high-performing employees.

4. Benchmarking and comparison

Employee NPS provides a standardized metric that allows organizations to compare their employee satisfaction levels over time and across departments, teams, or locations. This benchmarking helps identify high-performing teams, spot trends, and recognize best practices that contribute to employee satisfaction. It enables organizations to implement strategies that have proven successful elsewhere, promoting a positive work culture throughout the organization.

5. Link to customer satisfaction

Happy and engaged employees are more likely to deliver exceptional customer experiences. Research has shown a strong correlation between employee satisfaction and customer satisfaction. By measuring eNPS alongside customer NPS, organizations can gain a comprehensive understanding of the relationship between employee satisfaction and customer loyalty. This insight allows companies to make informed decisions to improve both internal and external stakeholders' experiences.

6. Continuous improvement

eNPS is not a one-time measurement, it is an ongoing process. Regularly measuring employee satisfaction through eNPS surveys allows organizations to track progress and measure the impact of implemented changes. It enables them to identify emerging trends, adapt strategies, and ensure a continuous cycle of improvement that aligns with the evolving needs and expectations of employees.


The Employee Net Promoter Score (eNPS) is a powerful metric that measures employee satisfaction and loyalty within organizations. By regularly evaluating eNPS, companies can identify areas of improvement, retain top talent, enhance employee engagement, and more.

If you want to know how your employees feel, Dropthought can help you to collect your employee’s feedback, create delightful experiences for them, and more.

Dropthought is a user-friendly, omnichannel, and real-time employee experience management platform. We empower companies in different verticals to create delightful experiences for employees across their employee journey. Get the detailed analysis and insights from data to know exactly what your employees think and what actions you need to take to delight them.

If you are interested to learn more, simply click here.