Engagement template

eNPS Survey Template

The standard eNPS question plus the follow-ups that make the number useful: why you gave that score, what would raise it by one point, and a short set of driver questions so a falling score tells you where to look.

10 questions 2 min to complete Quarterly All employees

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When to use it

Use eNPS as a headline trend for leadership, never as your only measure. It is a good scoreboard and a poor diagnosis, which is why this template pairs the score with drivers.

The full question set

Copy these as they are, or adapt the wording to your organisation — just keep it identical between waves, because changing a question resets its trend line.

eNPS

1.How likely are you to recommend this company as a place to work to a friend?0–10 scale
2.What is the main reason for your score?Open text
3.What one change would move your score up by a point?Open text

Pride

1.I am proud to tell people where I work.1–5 scale
2.I would apply here again knowing what I know now.1–5 scale

Manager

1.My manager is a reason I would recommend this place.1–5 scale

Work

1.The work itself is a reason I would recommend this place.1–5 scale

Compensation

1.Compensation and benefits are competitive for my role.1–5 scale

Retention

1.I expect to still be working here in twelve months.1–5 scale

Referral

1.Have you referred anyone to a role here in the past year?Yes / No

How to run it well

Ask the score question first, before anything that might prime the answer.
Calculate as % promoters (9–10) minus % detractors (0–6); passives (7–8) count in the base but not the score.
Run it quarterly — eNPS moves slowly, and monthly sampling mostly measures noise.
Segment by department, tenure and location, with a minimum of five responses per segment.
Read the free-text answers from detractors first; that is where the actionable detail lives.

Questions people ask

What is a good eNPS score?

Context matters more than benchmarks, but as a rough guide: above 20 is solid, above 40 is strong, and anything negative means detractors outnumber promoters and needs immediate attention. Your own trend line is far more informative than any published benchmark, because scoring conventions differ wildly between vendors.

How is eNPS calculated?

Percentage of promoters (scores 9–10) minus percentage of detractors (scores 0–6). Passives (7–8) are excluded from the calculation but included in the denominator. The result ranges from -100 to +100.

Is eNPS enough on its own?

No. It compresses a complicated reality into one number, which makes it excellent for tracking direction and useless for diagnosis. Always pair it with driver questions or a fuller engagement pulse — otherwise you will know the score fell without knowing why.

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