Calculating eNPS: formula, example, and good score

You calculate the eNPS (Employee Net Promoter Score) with one formula: % promoters − % detractors. Promoters gave your organization a 9 or 10 on the recommendation question, detractors a 0 through 6. The result always lies between −100 and +100. A mini-example: with 50% promoters and 17% detractors, your eNPS is +33 [1][2].

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What is the eNPS (Employee Net Promoter Score)?

The eNPS is a simple metric for employee loyalty. You measure how likely employees are to recommend your organization as an employer, on a scale of 0 to 10. From these answers, you calculate a single number between −100 and +100 that you can track over time [1][3].

HR teams use the eNPS because it's quick and asks little of employees: one question, one click. This makes the score excellent for frequent measurements, allowing you to visualize engagement trends. The eNPS is derived from the Net Promoter Score (NPS), a method originally used to measure customer loyalty [2][4].

Inzicht

The eNPS is not a complete employee survey, but a thermometer. It tells you *if* loyalty is rising or falling — not *why*. For the cause, you need additional questions or a broader survey.

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The eNPS formula: % promoters − % detractors

The core is surprisingly simple. You subtract the percentage of detractors from the percentage of promoters:

eNPS = % promoters − % detractors

The passives (neutrals) do not appear directly in this subtraction, but they do count towards the total number of respondents. As a result, they lower both percentages. If you omit the passives from the denominator, you will consistently calculate scores that are too high [1][2].

The one question you ask

The eNPS revolves around one standardized question. Ask it literally as follows, so your answers remain comparable with benchmarks:

"How likely is it that you would recommend this organization as an employer to friends or family?"

Employees answer on a scale of 0 (very unlikely) to 10 (very likely). No open fields, no intermediate questions — this purity makes the score comparable over time and between teams [3][4].

The three groups: promoters, passives, and detractors

Based on the score, you categorize each respondent into one of three groups:

Promoters (9–10): loyal ambassadors who actively recommend your organization.

Passives (7–8): satisfied but not enthusiastic; they stay, but don't promote.

Detractors (0–6): dissatisfied employees who can harm your reputation as an employer.

Group	Score	Included in the formula?	Included in the denominator?
Promoters	9–10	Yes (plus)	Yes
Passives	7–8	No	Yes
Detractors	0–6	Yes (minus)	Yes

Let op

Common calculation error: "ignore the neutrals". Passives do not count in the subtraction, but you *do* calculate the percentages of promoters and detractors over *all* respondents — including the passives. If you forget them in the denominator, your eNPS will turn out too high.

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Calculating eNPS in 4 steps (with example)

You calculate the eNPS in four clear steps. We will consistently use the same example organization of 150 employees.

Step 1 — collect the scores and count per group

Collect all answers and sort them by group. Suppose: out of 150 employees, 150 respond. Of these, 75 people give a 9 or 10 (promoters), 50 people give a 7 or 8 (passives), and 25 people give a 0 to 6 (detractors).

Step 2 — convert to percentages

Divide each group count by the total number of respondents and multiply by 100:

Promoters: 75 / 150 = 50%

Passives: 50 / 150 = 33%

Detractors: 25 / 150 = 17%

Step 3 — subtract % detractors from % promoters

Now apply the formula: 50% − 17% = +33. That is your eNPS.

Step 4 — check your result

Your result must always fall within the scale of −100 to +100. If something falls outside that range, there's a calculation error in your percentages or your denominator. Note that the passives (33%) are not in the formula, but they do form the total over which you calculated promoters and detractors — which is why +33 is lower than if you were to eliminate the neutrals.

Tip

Want to calculate this yourself in Excel? Put the number of promoters, passives, and detractors in three cells, sum them to get your total, and use: `=(promoters/total*100) - (detractors/total*100)`. One formula, directly copyable.

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Calculation example with 150 employees (detailed)

The complete calculation in one overview:

Step	Promoters (9–10)	Passives (7–8)	Detractors (0–6)	Total
Number of employees	75	50	25	150
Percentage	50%	33%	17%	100%
In the formula	+50	—	−17	eNPS = +33

The final score of +33 falls neatly within the scale and reflects an organization with significantly more ambassadors than critics [1][2].

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What is a good eNPS score?

A score above 0 means you have more promoters than detractors — that's the minimum you want. Above that, the higher the score, the stronger your employer brand from an employee perspective [2][3].

Interpretation table

eNPS range	Interpretation
Below 0	Area of concern: more critics than ambassadors
0 to +10	Acceptable, but room for improvement
+10 to +30	Good
+30 to +50	Strong
+50 and higher	Top employer level

Benchmarks by country, sector, and year

Absolute thresholds don't tell the whole story. An eNPS varies greatly by sector, country, and even age group, so always compare your score with a relevant benchmark instead of a fixed standard. 2DAYSMOOD publishes a Dutch eNPS benchmark that allows you to contextualize your own score [2]. International guidelines and methodology can be found, among others, at Questback [4].

Cijfer

Compare apples to apples: an eNPS of +20 might be above average in one sector and lagging in another. Date and source every benchmark you use, and pay attention to the measurement year.

If you want to look beyond a single score, the eNPS fits within a broader approach of employee surveys and engagement tools that also uncovers the causes behind the numbers.

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eNPS vs. NPS: what's the difference?

The eNPS and NPS use the same calculation method and the same 0–10 scale. The difference lies in the target audience and the question [2][4].

Feature	NPS	eNPS
Target audience	Customers	Employees
Question	"Would you recommend this product/company?"	"Would you recommend your employer?"
Measures	Customer loyalty	Employee loyalty
Formula	% promoters − % detractors	% promoters − % detractors
Scale	−100 to +100	−100 to +100

In short: the NPS looks outward (the market), the eNPS looks inward (your own people). The mathematical logic is identical.

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Advantages and limitations of the eNPS

The eNPS is popular for good reasons, but it also has clear limits. Know both before drawing conclusions.

Why the eNPS is so popular

Fast: one question takes employees seconds to answer.

Simple: one number that everyone in the organization understands.

Trendable: by measuring frequently, you see movement instead of a snapshot.

Comparable: the standardized question allows you to benchmark against the sector and market [1][3].

The pitfalls

No "why": the score says nothing about the cause. Add an open follow-up question to get context [1].

Snapshot: a single measurement can be distorted by a recent event (reorganization, salary review).

Small teams: in small groups, a few answers can cause the score to fluctuate wildly.

Anonymity: without guaranteed anonymity, people may not dare to answer honestly.

Let op

Anonymity and group size are related. Do not report eNPS for teams below a minimum size (a commonly used lower limit is five to ten respondents), because then answers become traceable to individuals. This harms trust and can be at odds with the GDPR.

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How often should you measure eNPS?

One measurement gives you a photo; repeated measurements give you a film. A commonly used approach combines both:

Quarterly pulse: a short eNPS measurement every quarter to track trends.

Annual in-depth: a more extensive measurement per year, with additional questions about the causes.

This way, you see movement without overwhelming employees with surveys [1][3]. If you measure too often and without visible follow-up, response rates will drop, and survey fatigue will increase.

Tip

Link each measurement to visible action. Employees respond more often and more honestly if they notice that their feedback leads to something. Communicate what you did with the previous outcome.

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Automatically calculate eNPS with survey software

For a one-off measurement, Excel is perfectly adequate. If you want to measure systematically, guarantee anonymity, and automatically see trends and benchmarks, then survey software is worthwhile. An overview:

Aspect	Manual (Excel)	Survey tool
Setup	Fast, but manual work	Ready-made eNPS question
Anonymity	Self-managed	Built-in and guaranteed
Trends	Manual tracking	Automatic over time
Benchmarks	Self-research	Often built-in per sector
Scalability	Difficult with many teams	Suitable for the entire organization

Which tool fits depends on your organization size, budget, and need for depth. A neutral starting point is our overview of the best employee survey and employee research tools in the Netherlands, so you can compare options without committing.

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Frequently asked questions about calculating eNPS

What is the formula to calculate eNPS?

eNPS = % promoters − % detractors. Promoters gave a 9 or 10, detractors a 0 through 6. The result lies between −100 and +100. Example: 50% promoters and 17% detractors gives an eNPS of +33.

Do passives (neutrals) count when calculating eNPS?

Passives (score 7–8) do not count in the subtraction, but they do count in the total response. You calculate the percentage of promoters and detractors over all respondents, so the passives lower both percentages — only their own group does not appear directly in the formula.

What is a good eNPS score?

A score above 0 is acceptable, +10 to +30 is good, +30 to +50 is strong, and above +50 is considered top employer level. Scores vary by sector, country, and age group, so always compare with a relevant benchmark instead of an absolute threshold.

What question do you ask for the eNPS?

One question: "How likely is it that you would recommend this organization as an employer to friends or family?" Employees answer on a scale of 0 (very unlikely) to 10 (very likely).

What is the difference between eNPS and NPS?

The NPS measures customer loyalty ("would you recommend this product/company?"), the eNPS measures employee loyalty ("would you recommend your employer?"). The calculation method and scale are identical; only the target audience and the question differ.

How often should you measure eNPS?

A commonly used approach is a short pulse measurement quarterly, possibly supplemented with a more extensive annual measurement. This way, you see trends instead of a snapshot, without overwhelming employees with surveys.

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Next steps

Establish your eNPS question with the exact standard wording and the 0–10 scale, so your score remains comparable.

Verify your first measurement with the Excel formula from this article and compare the result against a relevant benchmark.

Determine your measurement rhythm — for example, a quarterly pulse plus an annual in-depth survey — and link each measurement to visible follow-up.

Compare survey tools in our overview of the best employee survey tools in the Netherlands if you want to measure systematically and anonymously.

Are you unsure about the right solution? Take the free intake and let us match you with the right survey tool, or first calculate the ROI of improved employee engagement.

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