An HR Glossary for HR Terms


What's eNPS?

eNPS, also known as Employer Net Promoter Score, is a scoring system designed to help employers measure employee satisfaction and loyalty within their organization. It is based on the Net Promoter Score system from Bain & Company, Satmetrix Systems, Inc., and Fred Reichheld, which gauges customer loyalty. eNPS system consists of a question asking employees to rate, on a scale from zero to ten, how likely they are to recommend the organization as a place to work.

eNPS ratings

The eNPS system generates 3 scores: Promoters, Passives (a.k.a “neutrals”), and Detractors. 

Promoters (Score: 9 or 10)

Promoters are highly engaged and satisfied employees who are very likely to recommend an organization as a place to work. These individuals contribute positively to the organization's image and growth. 

Passives (Score: 7 or 8)

Passives, also called “neutral's, are employees who are satisfied enough to be content but may not be entirely engaged. These individuals are likely open to offers from outside companies and may not recommend the organization to their network. However, not all passives speak negatively about the company.

Detractors (Score: 6 or Below)

Detractors are unlikely to recommend their organization, which may indicate employee dissatisfaction. Because detractors are unhappy at work, they’re more likely to leave the organization. It is crucial to gather and evaluate detractor feedback to reduce employee turnover and costs. 

Benefits of eNPS

  • Tangible and easy-to-understand metrics to compare against competitors. 
  • Understanding how employees feel through an anonymous system. 
  • Help the company understand areas of improvement.

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