{"id":140505,"date":"2026-02-27T12:22:09","date_gmt":"2026-02-27T12:22:09","guid":{"rendered":"https:\/\/www.edenred.pt\/uncategorized\/enps-the-importance-of-measuring-employee-satisfaction\/"},"modified":"2026-02-27T12:30:49","modified_gmt":"2026-02-27T12:30:49","slug":"enps-the-importance-of-measuring-employee-satisfaction","status":"publish","type":"post","link":"https:\/\/www.edenred.pt\/en\/news\/human-resources\/enps-the-importance-of-measuring-employee-satisfaction\/","title":{"rendered":"eNPS: the importance of measuring employee satisfaction"},"content":{"rendered":"\n<p>The <strong>Employee Net Promoter Score<\/strong> (eNPS) is a very useful metric for companies to measure employee satisfaction. Adapted from the traditional <a href=\"https:\/\/en.wikipedia.org\/wiki\/Net_promoter_score\" type=\"link\" id=\"https:\/\/en.wikipedia.org\/wiki\/Net_promoter_score\" target=\"_blank\" rel=\"noreferrer noopener\">Net Promoter Score<\/a> (NPS), a tool normally used to assess the level of customer loyalty, the <strong>eNPS<\/strong> focuses on assessing employee satisfaction and commitment, measuring the likelihood of employees recommending your organization as a good place to work. <br\/><br\/>This approach not only allows companies to get <strong>a clear picture of employees&#8217; overall well-being<\/strong>, but also makes it easier to identify areas for improvement, contributing to a more positive and productive working environment.<br\/><br\/>In this article, we explore the importance of <strong>eNPS<\/strong>, how it works and why it should be an integral part of an organization&#8217;s Human Resources (HR) strategy.<\/p>\n\n<h2 class=\"wp-block-heading\">eNPS: how does it work?<\/h2>\n\n<p>The <strong>eNPS <\/strong>is based on a simple question: &#8220;On a scale of 0 to 10, how likely are you to recommend working for this company to a family member or friend?&#8221; Based on the anonymous answers, employees are grouped into three categories: <\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>Detractors (0-6): <\/strong>dissatisfied employees who tend to speak negatively of the company;<\/li>\n\n\n\n<li><strong>Passive (7-8): <\/strong>neutral employees who are satisfied but not active promoters;<\/li>\n\n\n\n<li><strong>Promoters (9-10):<\/strong> highly satisfied employees who actively promote the company.<\/li>\n<\/ul>\n\n<h2 class=\"wp-block-heading\"><strong>How to calculate eNPS?<\/strong><\/h2>\n\n<p>To <strong>calculate the eNPS<\/strong>, we subtract the percentage of detractors from the percentage of promoters. The percentage of liabilities is ignored in the calculation, so it doesn&#8217;t affect the score. <\/p>\n\n<p class=\"has-light-background-color has-background\"><strong>Percentage of promoters =<\/strong> (number of promoters \/ total responses) \u00d7 100 <br\/><strong>Percentage of detractors =<\/strong> (number of detractors \/ total responses) \u00d7 100<\/p>\n\n<p>Then you have to apply the <strong>eNPS <\/strong>formula to get the result:<\/p>\n\n<p class=\"has-light-background-color has-background\"><strong>eNPS<\/strong> = % promoters &#8211; % detractors<\/p>\n\n<p>For example, if 30% of employees are promoters and 20% detractors, the <strong>eNPS <\/strong>would be 10 (30% &#8211; 20%).<\/p>\n\n<h2 class=\"wp-block-heading\"><strong>What is considered a positive eNPS?<\/strong><\/h2>\n\n<p>The <strong>eNPS <\/strong>score can vary from -100 to +100, with a value above 30 being considered acceptable. The table below shows all the ratings: <\/p>\n\n<table style=\"width: 100%;\" border=\"2\" cellpadding=\"10\">\n<tbody>\n<tr style=\"height: 21px;\">\n<td style=\"width: 34.5281%; height: 21px;\">Negative scores<\/td>\n<td style=\"width: 64.4719%; height: 21px;\"> Demonstrates high employee dissatisfaction.<\/td>\n<\/tr>\n<tr style=\"height: 21px;\">\n <td style=\"width: 34.5281%; height: 21px;\"> 0-10<\/td>\n<td style=\"width: 64.4719%; height: 21px;\"> Shows a balanced percentage between promoters and detractors. This is an acceptable score.<\/td>\n<\/tr>\n<tr style=\"height: 21px;\">\n <td style=\"width: 34.5281%; height: 21px;\"> 10-30<\/td>\n<td style=\"width: 64.4719%; height: 21px;\"> Demonstrates general employee satisfaction. It&#8217;s a good score.<\/td>\n<\/tr>\n<tr style=\"height: 21px;\">\n <td style=\"width: 34.5281%; height: 21px;\"> 30-50<\/td>\n<td style=\"width: 64.4719%; height: 21px;\"> Shows a positive feeling on the part of the employees. It&#8217;s a very good score.<\/td>\n<\/tr>\n<tr style=\"height: 21px;\">\n<td style=\"width: 34.5281%; height: 21px;\">Above 50 <\/td>\n<td style=\"width: 64.4719%; height: 21px;\"> Demonstrates exceptional employee experience, with a high percentage of promoters. This is an excellent score.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<!-- DivTable.com -->\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\">\n<p><\/p>\n\n\n\n<p><strong>Just as important as getting a good eNPS score is maintaining or improving it over time.  <\/strong>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.<\/p>\n<\/div>\n<\/div>\n\n<h2 class=\"wp-block-heading\">Why should you measure employee satisfaction?<\/h2>\n\n<p>The simplicity and effectiveness of <strong>eNPS <\/strong>make it an essential tool for any HR department. Here are a few reasons why it&#8217;s so important: <\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>Genuine feedback: <\/strong>because it is anonymous, employees feel free to share their true opinion.<\/li>\n\n\n\n<li><strong>Easy to use: <\/strong>it doesn&#8217;t take much time and effort to fill in, increasing the response rate;<\/li>\n\n\n\n<li><strong>Quick action: <\/strong>data can be collected and analyzed quickly, allowing an immediate response to any discontent;<\/li>\n<\/ul>\n\n<h2 class=\"wp-block-heading\">The importance of eNPS<\/h2>\n\n<p>The <strong>eNPS <\/strong>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: <\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>Talent loyalty: <\/strong>helps identify causes of dissatisfaction, allowing the organization to implement improvements that promote talent loyalty;<\/li>\n\n\n\n<li><strong>Brand ambassadors:<\/strong> satisfied employees become advocates of the company, promoting it in their personal and professional networks;<\/li>\n\n\n\n<li><strong>Support for decision-making: <\/strong>eNPS data supports organizations&#8217; Human Resources strategy, with an impact on company culture by improving working conditions and optimizing investment in the HR area.<\/li>\n<\/ul>\n\n<h2 class=\"wp-block-heading\"><strong>How to improve eNPS?<\/strong><\/h2>\n\n<p>Improving your <strong>eNPS <\/strong>is an effective strategy for <strong>converting as many employees as possible into promoters<\/strong>. Start by listening to everyone&#8217;s opinions and implement the necessary changes to increase staff satisfaction. <br\/><br\/>One approach <strong>to increasing this satisfaction is to offer social benefits<\/strong>, such as <a href=\"https:\/\/www.edenred.pt\/en\/benefits\/edenred-refeicao\/\" type=\"link\" id=\"https:\/\/www.edenred.pt\/beneficios\/edenred-refeicao\/\">meal cards<\/a> and support in the areas of <a href=\"https:\/\/www.edenred.pt\/en\/benefits\/edenred-estudante\/\" type=\"link\" id=\"https:\/\/www.edenred.pt\/beneficios\/edenred-estudante\/\">education<\/a>, <a href=\"https:\/\/www.edenred.pt\/en\/benefits\/edenred-creche\/\" type=\"link\" id=\"https:\/\/www.edenred.pt\/beneficios\/edenred-creche\/\">family<\/a> and <a href=\"https:\/\/www.edenred.pt\/en\/benefits\/edenred-flexivel\/\" type=\"link\" id=\"https:\/\/www.edenred.pt\/beneficios\/edenred-flexivel\/\">health<\/a>. 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. <\/p>\n\n<h2 class=\"wp-block-heading\">FAQs (Frequently Asked Questions)<\/h2>\n\n<ol class=\"wp-block-list\">\n<li><strong>What is the ideal frequency for measuring eNPS?<\/strong><br\/>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. <br\/><\/li>\n\n\n\n<li><strong>What is a good eNPS score?<\/strong><br\/>A score above 0 is considered positive; above 50 is excellent.<br\/><\/li>\n\n\n\n<li><strong>What should I do if my eNPS is low?<\/strong><br\/>You should talk to employees through individual interviews or promote additional surveys to understand the causes and develop an action plan.<br\/><\/li>\n\n\n\n<li><strong>How does the anonymity of the eNPS influence the results?<\/strong><br\/>The fact that the answers are anonymous encourages sincere responses, reflecting the feelings of the employees more faithfully.<br\/><\/li>\n\n\n\n<li><strong>Can eNPS help in other areas of the company?<\/strong><br\/>Yes, the results can have an influence not only on HR strategy, but also on management and organizational culture.<\/li>\n<\/ol>\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"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&#8230;","protected":false},"author":16,"featured_media":140501,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[232],"tags":[],"target":[202],"class_list":["post-140505","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-human-resources","target-company"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>eNPS: the importance of measuring employee satisfaction<\/title>\n<meta name=\"description\" content=\"Discover the importance of eNPS in 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