How to calculate eNPS: formula, example, and what a good score is

eNPS (employee Net Promoter Score) answers one question: how likely are your people to recommend working here? It borrows the logic Fred Reichheld introduced for customer loyalty in 2003 and points it inward. One number, easy to track over time — if you calculate it right and, more importantly, if people answer honestly.

The formula

You ask a single 0–10 question — 'How likely are you to recommend working here to someone you trust?' — and sort the answers into three groups:

• Promoters: 9–10. They'd genuinely recommend the place.
• Passives: 7–8. Content, not enthusiastic.
• Detractors: 0–6. Something is off.

A worked example

Say 20 people answer: 12 promoters (60%), 4 passives (20%), 4 detractors (20%). eNPS = 60 − 20 = +40. Notice the passives don't move the score directly, but they do dilute it through the total — which is why chasing passives up to promoters is where most of the gain lives.

What is a good eNPS?

Benchmarks vary wildly by industry, country and company stage, so treat any single 'good' number with suspicion. As a rough map: below 0 means more detractors than promoters (a real warning), 10–30 is common and healthy, and above 30 is strong. Far more useful than the absolute number is your own trend: is it climbing, and why?

Where the number goes wrong

eNPS is only as honest as the anonymity behind it. If people fear being identified, detractors quietly become passives and your score inflates — you measure the fear, not the culture. Gallup's global data shows engagement is low and fragile; a flattering eNPS on a disengaged team usually means people didn't feel safe to tell the truth. Fix anonymity first, then trust the number.

See how Sabia measures eNPS in Slack →