What it is
Employee Net Promoter Score, or eNPS, boils "would you recommend working here?" into one number. People answer on a 0–10 scale; the score is the share of promoters (9–10) minus the share of detractors (0–6), landing somewhere between minus 100 and plus 100. A gauge shows where you are now, a donut shows the promoter, passive and detractor split, and a trend line shows whether it’s climbing or slipping.
eNPS is the single headline number leadership understands at a glance, and the trend is what really matters — one reading is a snapshot, twelve readings is a story. Breaking it down by cohort tells you whether a good org-wide number is hiding a struggling site, so you can act before a quiet detractor group becomes a retention problem.
When to use it
- Leadership wants one number for "how engaged are we?"
- You want to see whether engagement is trending up or down
- You suspect a strong overall score is masking a weak cohort
- You’re comparing this period against the last twelve
How it works
Step by step.
- 1
Open the eNPS dashboard
Land on the eNPS view to see the current org score on a minus-100-to-plus-100 gauge, with the sample size noted beside it.
- 2
Read the split
The donut breaks the score into promoters, passives and detractors with counts — so you see what’s driving the headline number.
- 3
Check the trend
Follow the trend line across recent periods. A rising line is the goal; a slipping one is worth understanding before it bottoms out.
- 4
Break it down by cohort
Filter by site, team or tenure to find the group dragging or lifting the average, rather than reading the org number alone.
- 5
Mind the sample size
A reading from too few responses carries a low-confidence note — treat it as directional until more people answer.
Worked example
Follow it through.
The scenario
Northwind Workforce’s leadership asks for the latest engagement number and the direction it’s heading.
- 1 Open the eNPS dashboard; the gauge reads plus 18 from 240 responses.
- 2 The donut shows 41% promoters, 36% passives, 23% detractors.
- 3 The trend line shows plus 12 three months ago, so it’s climbing.
- 4 Filter by tenure; workers under six months sit at plus 4, well below the rest.
- 5 Note that new starters are the group to focus on.
The result
You can report a climbing eNPS of plus 18 and point to new starters as the cohort holding it back — a clear, evidence-based next step.
Tips & notes
Good to know.
- The trend matters more than any single reading — track the direction across periods, not one snapshot.
- Always break eNPS down by cohort; a healthy average often hides one group that needs attention.
- A low-confidence note means too few people answered — get more responses before you read too much into it.
- Pair the score with the comments; sentiment tells you the "why" behind a moving eNPS.
When you’re done
A single, trusted engagement number, its direction of travel, and the cohort that most needs your focus.