The Net Promoter Score (NPS) measures how likely employees are to recommend a product or service based on their experience. In employee surveys, NPS is commonly used to understand loyalty, trust, and advocacy toward the organisation, leaders, or internal services.
The NPS scale
Employees answer the NPS question on a 0 to 10 scale, with responses categorised as follows:
- 0-6: Detractors – Employees who would not recommend working at the company.
- 7-8: Passives – Neutral employees who do not express a strong opinion.
- 9-10: Promoters – Employees who actively recommend the company as a great workplace.
How NPS is calculated
The NPS score is determined using the following calculation:
- % of promoters - % detractors = NPS
Understanding the NPS score
The NPS score can range from -100 to +100. To help you interpret the results, we recommend using the following general guidelines 👇
- - 100 to -1 = Needs improvement
- 0 - 29 = Good
- 30 - 69 = Great
- 70 - 100 = Excellent
The provided score ranges are general guidelines and may vary by industry. For more meaningful insights, we recommend comparing your NPS to relevant benchmarks such as the Winningtemp Index or your industry’s benchmark and tracking your progress over time.
To ensure accuracy, we display the percentages of Detractors, Passives, and Promoters to 2 decimal places. This means the total may occasionally differ slightly from 100%, but all underlying calculations use exact values.
Examples of different NPS questions
- eNPS: "How likely are you to recommend working at [company name] to a friend or an acquaintance?"
- Manager NPS: "How likely are you to recommend your manager as someone to work for?"
- Learning NPS: "How likely are you to recommend our learning programs to a colleague?"
💡Keeping NPS feedback honest and unbiased
To keep the feedback as honest and unbiased as possible, users shouldn’t be told whether their score makes them a detractor, passive, or promoter while they're answering the survey.
Knowing this in advance could influence how they respond, which means we wouldn’t get a true picture of how they really feel. That’s why the NPS question is shown without colours or categories when you answer it.