How is eNPS calculated?
Employees answer the recommendation question on a 0-to-10 scale. Those scoring 9 or 10 are promoters, 7 or 8 are passives, and 0 to 6 are detractors. Subtract the detractor percentage from the promoter percentage and the result is your eNPS. Thirty per cent promoters against 25% detractors gives an eNPS of +5; passives count in the denominator but not the score.
What is a good eNPS?
Anything above zero means advocates outnumber critics. As working bands: 10 to 30 is favourable, above 30 is strong, and above 50 is excellent and rare. Benchmarks vary enough by industry and survey method that your own trend is more informative than anyone else's absolute number.
What are the limits of eNPS?
It is one question, so it tells you the temperature without telling you why. A falling score cannot distinguish a workload problem from a leadership problem from a pay problem. eNPS works best as a frequent, lightweight pulse sitting on top of a proper engagement and culture measure that can actually locate the cause.
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