What Really Constitutes a Good eNPS Score

In the complex world of employee satisfaction, understanding what truly makes a “good” Employee Net Promoter Score (eNPS) can be a bit of a mystery.

Before diving deep into the enigma of eNPS, let’s ensure you leave with the essentials:

Here are your quick takeaways:

1. Defining a ‘good’ eNPS score is relative to industry, company size, and regional norms.
2. Context and continuous improvement matter more than just the number.
3. Open communication and action on feedback are key to enhancing eNPS.

So, what is this elusive eNPS, and why does it matter so much? Well, in the simplest terms, your eNPS score is a way of measuring whether your employees would recommend your workplace to others. It’s a litmus test for employee loyalty and satisfaction. And in today’s ever-competitive work environment, having a pulse on employee sentiment is crucial.

But here’s the million-dollar question: What really constitutes a “good” eNPS score?

The Relativity of ‘Good’

First thing’s first, a ‘good’ eNPS score is a bit of a moving target. A score that may be fantastic for one industry or region could be concerning for another. For instance, tech companies in Silicon Valley may boast higher eNPS scores on average compared to manufacturing firms based in other regions due to different work culture environments and expectations.

But, “good” is relative. Compare your score within your industry, and aim to be above average.

There’s More to It Than a Number

Focusing solely on the score misses the mark. It’s the context that gives meaning to your eNPS.

• Changes over time provide valuable insights. Regularly measuring eNPS will help you understand the trends. Are you improving, or is there a drop that needs investigating?
• Why do your promoters advocate for your company? Why are your detractors unhappy? The reasons behind the scores are where you’ll find the most valuable insights.

“Your eNPS is a starting point, not the end goal. It’s what you do with the information that truly matters.” – a thought that echoes among HR professionals.

Communication is Your Superpower

Knowing your eNPS score and understanding it within context lays the groundwork, but open communication is how you start to move the needle.

• Create safe spaces for honest feedback. Employees are more likely to open up about their experiences and suggestions in environments where they feel heard and respected.
• Take action on the feedback. Employees need to see that their feedback doesn’t just disappear into the ether but has real-world impacts on policies, procedures, and culture.

Average eNPS scores from 2021 by industry

• Technology (Software/Biotech): High competitiveness and a focus on employee innovation and satisfaction tend to result in higher scores, generally around 30 to 40.
• Financial Services: This sector experiences a wide range of eNPS values, with an average resting between 15 and 25, impacted by factors like work-life balance and job pressures.
• Healthcare: Given the stress and emotional labor, eNPS can vary greatly, often sitting between 10 and 20.
• Construction: With a focus more on labor than employee engagement, these scores are typically lower, around 10 to 20.
• Retail: Due to high turnover and customer-facing pressures, retail scores can be lower, often ranging from 20 to 30.
• Hospitality: Similar to retail, the demanding nature of hospitality roles can lead to scores between 15 and 25.
• Manufacturing: The scores in manufacturing sectors are usually moderate, hovering around 20 to 30.
• Professional Services: With a varied range of roles in this sector, eNPS scores can vary widely but average between 25 and 35.
• Real Estate: Depending on market conditions, these scores can range significantly, though they often sit between 15 and 25.
• Education: This sector tends to have lower scores due to high pressures and often limited resources, generally around 0 to 10.
• Transportation and Logistics: These scores vary depending on role types and safety conditions, typically averaging between 20 and 30.
• Energy (Oil, Gas, Renewable): Scores can be lower in this physically demanding industry, often ranging around 15 to 25.
• Entertainment: Often affected by the gig nature of many roles, these scores can sit anywhere from 15 to 25.
• Non-Profit: Despite a workforce often driven by passion, limited resources can lead to scores between 10 and 20.
• Government: Due to bureaucratic challenges and varying roles, eNPS scores often range from 5 to 15.

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An Actionable Takeaway: Start Today

You don’t need a grand plan ready to start benefiting from eNPS insights. Here’s something you can do right away:

• Send out a simple, anonymous survey asking the eNPS question: “On a scale of zero to ten, how likely are you to recommend working here to a friend?”
• Pair it with an open-ended question like, “What’s the primary reason for your score?” to understand the ‘why’ behind the numbers.

Gathering this data will give you immediate insights and a baseline to improve upon.

Embracing a Journey of Continuous Improvement Remember, Rome wasn’t built in a day. Improving your eNPS score is a journey, not a race. It’s about continuous improvement, not overnight fixes.

• Celebrate the small wins. Every point increase in your eNPS score means you’re making your company a better place for your team.
• Keep the conversation going. This isn’t a one-and-done survey. Make it a regular part of your company rhythm, and keep striving for more honest feedback and tangible action.

Cracking the eNPS code isn’t about chasing a magic number. It’s about understanding what works for your company, listening to your employees, and making informed changes that drive continuous improvement. And remember, a ‘good’ eNPS score is one that’s better than your last.

Ready to dive deeper into employee insights? Sign up for Peoplelytics to send better employee surveys and enhance satisfaction, engagement, and retention. Because when your team thrives, so does your business.