How to calculate eNPS

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The NPS methodology requires customers to rate the likelihood of a recommendation on a scale from 0 to 10, where 0 means “I would not recommend at all” and 10 means “I would definitely recommend.”

It was later determined that all answers should be divided into three blocks for convenience:

Promoters or involved people get 9 to 10 points;

from 7 to 8 - Passively Satisfied or neutral customers;

from 0 to 6 - Detractors or critics.

Apple management decided netherlands email list to apply the NPS methodology in its own stores to select new specialists. The question concerned the willingness of existing employees to recommend working for the company. This approach became known as eNPS (employee NPS). Currently, the method is actively used by companies in different countries.

How to calculate eNPS

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Various eNPS surveys often use more than just one main question. Fred Reichheld recommended this approach. He noted that adding an additional question significantly improves the quality of the study.

Many companies ask clarifying questions after the main question:

For a 9-10 point answer: “Specify the main reason for your willingness to recommend our company.”

For a 6-8 point answer: “What do you think we need to improve?”

For a 0-6 point answer: “Why don’t you want to recommend our company?”

Additional questions allow you to identify the main positive and negative factors from the point of view of the company's personnel and improve problem areas.

eNPS calculation formula:

eNPS = % of promoters - % of detractors

For example, a company has 100 employees and the eNPS survey results are as follows:

40 critics;

10 neutral;

50 supporters.

eNPS = 50% (Promoters) - 40% (Detractors) = 10%