What eNPS is
People answer one question on a scale of 0 to 10: "How likely are you to recommend this organisation as a place to work?"
- Promoters answer 9 or 10.
- Passives answer 7 or 8.
- Detractors answer 0 to 6.
eNPS = % promoters − % detractors
The result runs from -100 (everyone a detractor) to +100 (everyone a promoter). Passives are counted in the total but do not add or subtract.
Worked example: out of 100 responses, 40 are promoters, 35 are passives and 25 are detractors. eNPS = 40% − 25% = +15.
What it is good for, and where it falls short
| Good for | Limits |
|---|---|
| Quick, simple to run and to compare over time | A single question cannot say why the score is what it is |
| A clear trend line for leaders | Different groups and cultures use the scale differently, so compare like with like |
| A prompt for a follow-up conversation | A small group has a wide margin of error |
Always add an open question asking for the main reason behind the score. It is where the useful information is.
Pulse surveys
A pulse survey is a short set of questions, a handful at most, run often, on topics you are actively working on. It tells you whether what you changed has moved anything between full surveys.
- Keep it short enough to finish in a couple of minutes.
- Rotate topics so people are not asked the same thing every time.
- Protect anonymity, and do not report groups too small to hide individuals.
- Report back on what you found and did, or response will fall.
Reading the numbers with care
A score from a small group has a wide range. A move of a few points between two rounds may be noise. Report the confidence interval, and treat a change as real only when it passes a significance test. The analysis is explained in When a pulse score moves, has anything changed?.
When you need more than a score
eNPS and pulses show direction. To understand causes, add the full engagement survey and an audit of systems and outcomes, which is what a culture assessment does. To talk about one, write to info@culturecrest.work.
Frequently asked questions
What is eNPS?
The employee Net Promoter Score. It asks how likely people are to recommend the organisation as a place to work, on a scale of 0 to 10, and subtracts the percentage of detractors from the percentage of promoters.
How do you calculate eNPS?
Promoters answer 9 or 10, detractors 0 to 6. eNPS is the percentage of promoters minus the percentage of detractors, giving a score from -100 to +100.
What is a pulse survey?
A short, frequent survey on a few topics, used to see whether actions have moved anything between full surveys.
How often should we run a pulse survey?
Often enough to see movement but not so often that people tire of it. Monthly or quarterly is common; choose a rhythm you can act on and report back against.
Written by the WCRC Culture Crest Research Desk, part of WCRC Intelligence. General information, not professional advice.
