What is eNPS (Employee Net Promoter Score)

What is eNPS (Employee Net Promoter Score)

This indicator helps to understand the degree of employee satisfaction and loyalty.

How is this indicator calculated in TeamCulture?

We measure the eNPS by asking:



The first time employees respond to TeamCulture surveys, they receive a question for eNPS. In this way, we can understand the satisfaction index of the company in the first week.

After that, this question should appear no more than a month (30 days) after it first appeared, remembering that, for each user, it appears at different times.

A minimum of three users must answer this question for the eNPS report to be available for consultation.

Our calculation rule: we always consider the latest employee responses about the eNPS within 90 days. Any response that is not within this period will not be in the report.

How we measure eNPS

Depending on how was the answer given by the collaborator, it will fit into one of these categories:

0 to 6 - DETRACTOR: this employee would not recommend the company. Also, they are likely to do a marketing reverse of the organization, with negative comments and criticism. They are also employees with low loyalty, which means that they can leave the company at any time.

7 and 8 - NEUTRAL: The employee does not speak ill of the organization but also does not recommend it. However, be attentive: although he/she does not have an immediate risk of leaving the company, he/she can become a detractor if nothing improves.

9 and 10 - PROMOTER: they strongly recommend the organization to the people around them. This is positive for the company's reputation and helps to attract more talent. Besides, they have high loyalty, that is, they are committed to your company.

We account for all answers, and the following formula is applied:

eNPS = % promoters - % detractors.

Note: If a contributor chooses to skip the eNPS question, they will be identified as N/A (non-respondent) and will also be subtracted from the eNPS calculation, as they will be considered passive. This means that a high number of N/A can affect your score.

How the TeamCulture report works

We present two different views of the eNPS report. On the left side, we show the scale from -100 to 100 of the real-time score.

On the right side is displayed a historical graph which shows if the actions are being effective in employee satisfaction indices. It is possible to check how the score of eNPS has varied in recent months.



It is also possible to check the percentage of promoters/passives/detractors when you hover the mouse over one of the columns. Below the history, you have the current information visible.

This chart information changes when you click on the bars.

The engagement score is an average of the data of all the pillars measured by TeamCulture. Whereas the eNPS represents only one of the factors of the overall engagement. The engagement score is an average of the data of all the pillars measured by TeamCulture. Whereas the eNPS represents only one of the factors of the overall engagement.

When we have a high eNPS score and low engagement, it probably means that the team loves the company but is dissatisfied with its current moment. When we have high engagement with low eNPS, we have a team engaged with the work, team, and leadership. However, they are showing some discontent with the company in general.

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Updated on: 04/05/2021