Net Promoter Score (NPS) is a tool that emerged in the marketing departments of companies to measure customer loyalty and the likelihood of them making a repeat purchase or using a service again.

This tool was adopted by Human Resources departments and evolved into what is known as Employee Net Promoter Score (eNPS) to measure the likelihood of an employee recommending their organization as a workplace.

This allows for the measurement of employee satisfaction and commitment, which has a close link to Employee Experience and Employee Journey Map.This eNPS measurement methodology is increasingly being used by companies, as it is evident that committed and satisfied employees are key to providing an excellent customer experience.

For this reason, this tool allows for tracking of employee satisfaction by asking a simple question such as "On a scale of 0 to 10, would you recommend the organization as a place to work?

The "eNPS" segments responses into three categories:

9-10 – Promoters: These are employees who highly recommend your company, and are happy and satisfied.

7-8 – Passives: These are employees who would not recommend your company, but are satisfied.

0-6 – Detractors: These employees are not happy with the company and may even speak ill of it.

The calculation of eNPS is very simple: eNPS = (% Promoters) - (% Detractors)