eNPS: the importance of measuring employee satisfaction
27 de February, 2026
The Employee Net Promoter Score (eNPS) is a very useful metric for companies to measure employee satisfaction. Adapted from the traditional Net Promoter Score (NPS), a tool normally used to assess the level of customer loyalty, the eNPS focuses on assessing employee satisfaction and commitment, measuring the likelihood of employees recommending your organization as a good place to work.
This approach not only allows companies to get a clear picture of employees’ overall well-being, but also makes it easier to identify areas for improvement, contributing to a more positive and productive working environment.
In this article, we explore the importance of eNPS, how it works and why it should be an integral part of an organization’s Human Resources (HR) strategy.
eNPS: how does it work?
The eNPS is based on a simple question: “On a scale of 0 to 10, how likely are you to recommend working for this company to a family member or friend?” Based on the anonymous answers, employees are grouped into three categories:
- Detractors (0-6): dissatisfied employees who tend to speak negatively of the company;
- Passive (7-8): neutral employees who are satisfied but not active promoters;
- Promoters (9-10): highly satisfied employees who actively promote the company.
How to calculate eNPS?
To calculate the eNPS, we subtract the percentage of detractors from the percentage of promoters. The percentage of liabilities is ignored in the calculation, so it doesn’t affect the score.
Percentage of promoters = (number of promoters / total responses) × 100
Percentage of detractors = (number of detractors / total responses) × 100
Then you have to apply the eNPS formula to get the result:
eNPS = % promoters – % detractors
For example, if 30% of employees are promoters and 20% detractors, the eNPS would be 10 (30% – 20%).
What is considered a positive eNPS?
The eNPS score can vary from -100 to +100, with a value above 30 being considered acceptable. The table below shows all the ratings:
| Negative scores | Demonstrates high employee dissatisfaction. |
| 0-10 | Shows a balanced percentage between promoters and detractors. This is an acceptable score. |
| 10-30 | Demonstrates general employee satisfaction. It’s a good score. |
| 30-50 | Shows a positive feeling on the part of the employees. It’s a very good score. |
| Above 50 | Demonstrates exceptional employee experience, with a high percentage of promoters. This is an excellent score. |
Just as important as getting a good eNPS score is maintaining or improving it over time. It is essential to follow up the results with a qualitative analysis in order to understand the reasons behind the scores and to be able to create an action plan if necessary.
Why should you measure employee satisfaction?
The simplicity and effectiveness of eNPS make it an essential tool for any HR department. Here are a few reasons why it’s so important:
- Genuine feedback: because it is anonymous, employees feel free to share their true opinion.
- Easy to use: it doesn’t take much time and effort to fill in, increasing the response rate;
- Quick action: data can be collected and analyzed quickly, allowing an immediate response to any discontent;
The importance of eNPS
The eNPS is not just a metric; it is a source of valuable information about employee experience and motivation. Here are a few points that highlight its importance:
- Talent loyalty: helps identify causes of dissatisfaction, allowing the organization to implement improvements that promote talent loyalty;
- Brand ambassadors: satisfied employees become advocates of the company, promoting it in their personal and professional networks;
- Support for decision-making: eNPS data supports organizations’ Human Resources strategy, with an impact on company culture by improving working conditions and optimizing investment in the HR area.
How to improve eNPS?
Improving your eNPS is an effective strategy for converting as many employees as possible into promoters. Start by listening to everyone’s opinions and implement the necessary changes to increase staff satisfaction.
One approach to increasing this satisfaction is to offer social benefits, such as meal cards and support in the areas of education, family and health. These benefits not only improve employee motivation and satisfaction, but also have a positive impact on their quality of life and financial security, thus increasing the likelihood that they will recommend the company.
FAQs (Frequently Asked Questions)
- What is the ideal frequency for measuring eNPS?
The ideal frequency depends on the context and maturity of the company. In general, it is recommended to measure it quarterly or half-yearly, ensuring that changes are monitored over time. - What is a good eNPS score?
A score above 0 is considered positive; above 50 is excellent. - What should I do if my eNPS is low?
You should talk to employees through individual interviews or promote additional surveys to understand the causes and develop an action plan. - How does the anonymity of the eNPS influence the results?
The fact that the answers are anonymous encourages sincere responses, reflecting the feelings of the employees more faithfully. - Can eNPS help in other areas of the company?
Yes, the results can have an influence not only on HR strategy, but also on management and organizational culture.