What is eNPS and why is it the best KPI for HR?
eNPS is the earliest indicator of voluntary turnover. Employees who give a score of 6 or lower have a 4x higher chance of leaving the organisation within 6 months than employees with a score of 9 or 10.
Employee Net Promoter Score (eNPS) is based on one question: 'How likely are you to recommend us as an employer to a friend or colleague?' Employees give a score from 0 to 10. Promoters (9-10) minus Detractors (0-6) gives the eNPS.
eNPS is the most used KPI for employee satisfaction because it is easy to measure, compare and benchmark. One number that summarises overall satisfaction, comparable across departments, managers and periods.
But eNPS is more than a number. The open follow-up question ('What is the main reason for your score?') gives the qualitative context needed for concrete action. The combination of quantitative score and qualitative explanation makes eNPS the most actionable HR tool.
Calculating eNPS: the formula explained
The calculation is simple: eNPS = % Promoters - % Detractors. Passives (7-8) do not count in the calculation but do affect the total percentage.
Example: of 200 employees, 80 are Promoters (40%), 70 Passives (35%) and 50 Detractors (25%). eNPS = 40% - 25% = +15.
eNPS can range from -100 to +100. A score above 0 is positive. In the Netherlands the average eNPS in professional services is around +20. A score above +40 is considered excellent.
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Measuring eNPS by department and manager
Aggregate eNPS tells you little. The power of eNPS lies in segmentation. Measure eNPS by department, team and manager. So you identify exactly where satisfaction lags and which managers consistently score better or worse.
Segment by job family and contract type too. Are new employees more satisfied than veterans? Do managers score higher than individual contributors? Are part-time employees less satisfied than full-timers? This segmentation reveals patterns that stay hidden in the aggregate.
Watch the minimum group size for anonymity. For groups smaller than 5-7 employees, individual identifiability is a risk. Combine small teams or report only at department level for small groups.
eNPS benchmarks for Dutch organisations
The average eNPS in professional services in the Netherlands is +20. But the trend is more important than the absolute score. A declining eNPS is an early warning sign of future turnover problems.
Average eNPS in the Netherlands varies strongly by sector. In professional services the average is +20. In healthcare it is +8. In the technology sector it is +28. In retail it is +12.
But external benchmarks are less relevant than internal trends. An eNPS of +15 that rises every quarter is more valuable than an eNPS of +35 that is falling. Declining eNPS is an early warning sign of future turnover problems.
Set internal benchmarks per department too. Which departments consistently score higher? What do those managers do differently? Internal best practices are the most relevant benchmarks for improvement.
Implementing eNPS: from measurement to action
Choose the measurement frequency. Pulse surveys (monthly or quarterly) give a continuous stream of data. Annual employee surveys give a deep picture but come too late for proactive intervention. The most effective approach combines both: a short monthly eNPS measurement plus an annual comprehensive survey.
Automate sending. Link eNPS surveys to HR events: start date (day 30), end of probation, performance review and departure. So you measure at the moments most relevant to the employee journey.
Set up automated alerts. At eNPS ≤ 6 the HR manager receives an immediate notification. Proactive contact before an employee decides to leave.
Communicate results transparently. Share eNPS results by department with the relevant managers. Discuss results in team meetings. Employees who see their feedback leading to action give higher scores in the next round.