Common questions
How is eNPS calculated?
Subtract the percentage of detractors (scores 0 to 6) from the percentage of promoters (scores 9 to 10). Passives (scores 7 to 8) are left out of the subtraction but still count in your response total. The final score sits somewhere between minus 100 and plus 100.
What is a good eNPS score?
Anything above 0 means you have more advocates than critics. A score of 10 to 30 is favourable, 30 and above is strong, and 50 and above is excellent. Context matters though. Industry, size, and how recently you surveyed all shift what counts as good for you.
How often should we measure eNPS?
Quarterly works for most teams. Often enough to spot a trend, rare enough that people do not tune it out. The single biggest mistake is measuring it once, reporting it, then never acting, which trains people to stop answering honestly.
Why use eNPS instead of a full engagement survey?
They do different jobs. eNPS gives you one trackable number that is easy to compare over time. A full engagement survey gives you the detail behind it. Run the score for the trend and the deeper read for the why, and you cover both.
Figures are estimates using published benchmarks. Sources shown above; rates reviewed annually.
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