eNPS Benchmarks: Measure and Improve Employee Engagement
Understand what makes a good eNPS, how to measure it, and discover effective strategies to increase employee engagement and retention.
Understanding employee satisfaction is critical to building a successful business. The employee Net Promoter Score® (eNPS®) measures how likely employees are to recommend their workplace, helping leaders improve employee engagement and workplace culture.
In this guide, we’ll review 2024 eNPS benchmarks to consider as you calculate your score, and provide best practices for improving your score.
What is an Employee Net Promoter Score® (eNPS®)?
The employee Net Promoter Score (eNPS) is a tool for gauging employee sentiment with a single question:
"On a scale of 0 to 10, how likely are you to recommend working at this company to a friend or colleague?"
Employees respond by scoring one to ten via an employee Net Promoter Score (eNPS) survey, which categorizes them into three groups:
- Detractors (0-6): These employees are dissatisfied. They are unlikely to recommend your company and may share negative feedback. Their responses highlight areas needing immediate attention.
- Passives (7-8): Passives are neutral. They're satisfied but not overly enthusiastic. They won't actively speak against your company, but they're not likely to promote it either. They represent an opportunity to boost engagement.
- Promoters (9-10): Promoters are highly satisfied employees. They're advocates who speak positively about their workplace, enhancing your company's reputation and acting as internal brand ambassadors.
You calculate your eNPS by subtracting the percentage of detractors from the percentage of promoters. Passives don't directly impact the score.
This metric simplifies employee feedback, giving a quick snapshot of overall satisfaction and engagement. It's a starting point for deeper insights and action, helping companies improve the employee experience.
Why is eNPS important?
eNPS helps HR professionals and leaders understand how employees feel about their workplace. It's a direct indicator of employee engagement and can help reveal the root causes of dissatisfaction.
Here's why measuring and improving your eNPS matters:
- Boosts productivity: Engaged employees are more productive. They're motivated, committed, and willing to go the extra mile.
- Reduces turnover: High eNPS scores suggest lower turnover rates. Employees who feel positive about their workplace are less likely to leave.
- Enhances workplace culture: A good eNPS reflects a healthy culture. It shows that employees feel valued, heard, and supported.
- Strengthens employer brand: Promoters become advocates. They share their positive experiences with others, attracting top talent.
Your eNPS provides actionable insights to build a stronger, more engaged workforce. HR teams can use eNPS to proactively address issues, improve retention, and cultivate a positive work environment.
eNPS benchmarks by industry
According to Hive HR's research, the overall eNPS benchmark for Q3 2024 reached 27, reflecting a growing willingness among employees to recommend their workplace.
Here are the current eNPS benchmarks per industry:
- Health: 15
- Manufacturing: 15
- Housing Associations: 11
- Hospitality: 30
- Non Proft: 10
- Technology: 28
- Entertainment & Recreation: 5
- Technology: 28
- Retail: -5
- Education: 0
- Government: -15
Smaller companies (0-250 employees) earned an average eNPS of 30, while larger organizations (5001+ employees) saw their eNPS increase to 9.
SurveyMonkey Benchmarks make eNPS benchmarking easy. You can see how your eNPS stacks up against other companies globally or within your industry, allowing you to set accurate goals and expectations based on actual data.
How to measure eNPS
Measuring eNPS is straightforward:
- Survey employees: Send an eNPS survey asking, "On a scale of 0 to 10, how likely are you to recommend working at this company to a friend or colleague?"
- Categorize Responses:
- Promoters (9-10): Enthusiastic supporters who will recommend your company.
- Passives (7-8): Neutral respondents who are satisfied but not particularly loyal.
- Detractors (0-6): Unhappy employees who might share negative feedback.
- Calculate the Score:
- Subtract the percentage of detractors from the percentage of promoters (don't include passives in the calculation).
Here's a quick example of how to calculate your eNPS:
- Promoters: 60% of responses
- Passives: 25% of responses
- Detractors: 15% of responses
eNPS = 60% (Promoters) - 15% (Detractors) = 45
Your eNPS score would be 45, which indicates solid employee satisfaction.
Employee sentiment can change, so it's essential to measure eNPS regularly—quarterly or bi-annually works well for most companies. After gathering the data, follow up with open-ended questions to understand why employees gave their scores. Combining eNPS with qualitative research provides a clearer picture of what's driving your eNPS score.
What's a good eNPS?
A "good" eNPS score varies by industry, but here's a general breakdown:
- Above 50: Excellent. A score above 50 indicates strong employee engagement. It means you have a highly satisfied workforce willing to promote your company as a great workplace.
- 10-30: Average. Scores in this range suggest areas for improvement, but overall, employee sentiment is positive.
- Below 0: Needs Improvement. Negative scores mean there are more detractors than promoters. It signals widespread dissatisfaction, and immediate action is needed.
While the above ranges provide a foundational understanding of a "good" eNPS score, there are nuances and differences across industries. For example, some industries don't score above 20 or 30, while others score over 50.
What factors influence eNPS?
Several key factors shape employees' feelings about their workplace, directly impacting your eNPS. We break these down below and offer ways your HR team can conduct further research and analysis to improve each area of the workplace and boost eNPS scores.
Company culture
A strong, positive culture is the foundation of employee loyalty. People will likely stay engaged when they feel connected to the company's values and see them in action. On the other hand, a toxic or unclear culture drives disengagement and turnover.
How to improve company culture: Regularly assess your culture through pulse surveys and focus groups. Encourage open communication and ensure your company embodies its values daily.
Leadership
Leadership sets the tone for culture and employee loyalty. Employees look to leaders for guidance, support, and transparency. When leaders are effective, honest, and approachable, it boosts trust and morale. But when there's a need for more communication or visible support, it drags down engagement.
How to improve leadership: Invest in training emphasizing clear, consistent communication. Consider