How is my eNPS calculated?

Know how your eNPS score is calculated to better understand your Staff Squared Pulse results

Working Out your eNPS Score

To calculate your eNPS, you must work out the percentage of Detractors and Promoters from the total number of respondents of the survey and then subtract the percentage of Detractors from the percentage of Promoters.

For example:

There are 10 respondents to a survey.

3 are Detractors. (30%)

5 are Passives. (50%)

2 are Promoters. (20%)

To calculate the eNPS, use the following equation:

20% – 30% = -10%

The eNPS is -10

NB: For the sake of working out an eNPS, Passives are counted towards the total number of respondents in an effort to decrease the percentage of Detractors and Promoters and pushing the net score closer to 0. 

What if I have Multiple Questions to Analyse?

Mostly, companies who use the eNPS method settle with one question along the lines of “how likely are you to recommend this company as a place of work on a scale of 0 to 10?” However, it may sometimes be of benefit to include additional questions in order to gauge a more accurate evaluation of the shape of employee satisfaction.

Where this is implemented, further questions should closely reflect the original question itself, varying only slightly. For example:

Question 1

Overall, how likely are you to recommend this company as a place of work on a scale of 0 to 10?

Question 2

In terms of work-like balance, how likely are you to recommend this company as a place of work on a scale of 0 to 10?

Question 3

In terms of career development, how likely are you to recommend this company as a place of work on a scale of 0 to 10?

The number of questions that are included in the survey will, of course, determine the percentages that you use to find your eNPS. For example:

You have 2 questions in your survey.

There are 10 respondents.

Question 1

2 are Detractors.

4 are Passives.

4 are Promoters.

Question 2

2 are Detractors.

3 are Passives.

5 are Promoters.

In total, there are 8 Detractors (25%), 7 Passives (35%) and 5 Promoters (40%).

To calculate the eNPS, use the following equation:

40% – 25% = 15

The eNPS is +15

Join Staff Squared Pulse, Today

Set up a FREE 14-day trial and add your staff to send your first eNPS survey. To read about the benefits of eNPS, take a look at our blog. Need some help getting started? Our Customer Care Team are waiting to hear from you.

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