What is eNPS?
eNPS stands for Employee Net Promoter Score, a simple yet powerful metric that measures employee satisfaction and loyalty within an organization. It is derived from one core question:
“How likely are you to recommend this company as a place to work?”
Based on responses, employees are grouped as:
- Promoters (9–10): Loyal and likely to refer others.
- Passives (7–8): Satisfied but not actively promoting.
- Detractors (0–6): Dissatisfied and possibly disengaged.
Formula:
eNPS=%Promoters−%Detractors\text{eNPS} = \% \text{Promoters} – \% \text{Detractors}eNPS=%Promoters−%Detractors
This score gives MSP leaders a clear view of team morale.
Why Does eNPS Matter to MSPs?
Who it affects: MSP leaders, service managers, HR teams, and engineers.
MSPs often operate with lean teams managing complex client environments. Entry-level roles such as Tier 1 and Tier 2 engineers face high pressure and limited recognition, leading to elevated turnover. A high eNPS reflects a satisfied team, while a low score can signal disengagement.
eNPS helps MSPs:
- Detect dissatisfaction early
- Reduce attrition
- Improve service quality through a more engaged workforce
Where Can eNPS Make the Most Impact?
eNPS is especially relevant in:
- NOC and SOC teams facing burnout
- Fast-growing MSPs scaling operations
- Remote or hybrid environments where direct interaction is limited
eNPS provides clarity where traditional feedback channels may fall short.
When Should MSPs Measure eNPS?
For most MSPs, measuring quarterly is ideal. It balances frequency with actionability.
Monthly pulse checks may be helpful during:
- Organizational changes
- Mergers and acquisitions
- Rapid hiring phases
Suggested tools for measurement:
- Officevibe
- Culture Amp
- TinyPulse
- 15Five
These platforms support anonymous feedback and trend analysis across roles or departments.
How Do You Calculate eNPS?
Step-by-step process:
- Distribute the Survey: Ask, “How likely are you to recommend this company as a place to work?” (Scale: 0–10)
- Categorize Responses:
- Promoters: 9–10
- Passives: 7–8
- Detractors: 0–6
- Apply the Formula:
Example:
- Promoters: 20
- Detractors: 10
- Total responses: 35
eNPS=(2035×100)−(1035×100)=57−29=28\text{eNPS} = \left(\frac{20}{35} \times 100\right) – \left(\frac{10}{35} \times 100\right) = 57 – 29 = 28eNPS=(3520×100)−(3510×100)=57−29=28
An eNPS of 28 is a healthy signal in the MSP industry.
How Should MSPs Act on eNPS Results?
- Request Anonymous Feedback:
- Follow up with: “What is the reason for your score?”
- Analyze by Role or Department:
- Look for trends. For instance, if NOC engineers report low scores, review workload and support structures.
- Share Insights with Teams:
- Transparency builds trust and increases future participation.
- Implement Targeted Changes:
Focus on high-impact areas like workload distribution or recognition programs.
What Can MSPs Do to Improve eNPS?
Improving eNPS requires consistent effort in the following areas:
- Improve Onboarding: Ensure role clarity and comprehensive training.
- Define Career Paths: Offer progression across technical or managerial roles.
- Acknowledge Performance: Highlight engineers who exceed expectations or innovate.
- Encourage Balance: Provide support for mental well-being and set realistic on-call demands.
- Foster Open Communication: Use tools like 360 reviews or skip-level check-ins.
What’s the Difference Between eNPS and Engagement Surveys?
| Metric | eNPS | Engagement Surveys |
|---|---|---|
| Focus | Loyalty and satisfaction | Broad cultural factors |
| Format | One question | Multiple questions |
| Speed | Quick | Time-intensive |
| Use | Early diagnosis | Deep organizational insight |
For MSPs with limited HR bandwidth, starting with eNPS is efficient. Full surveys can follow once patterns emerge.
What Mistakes Should MSPs Avoid with eNPS?
- Neglecting Negative Feedback: Inaction discourages honesty.
- Inconsistent Timing: Irregular surveys yield unreliable trends.
- Lack of Anonymity: Without privacy, results are skewed.
- Using Scores to Punish Managers: eNPS is diagnostic, not punitive.
The objective is continuous improvement, not assigning blame.
Who Should Use the eNPS Template?
Any MSP, regardless of team size or structure, can apply this approach:
Subject: Quick Survey — We Value Your Feedback
Body:
“How likely are you to recommend [Company Name] as a place to work?”
(0 = Not at all likely, 10 = Extremely likely)
(Optional) “Why did you choose that score?”
All responses are anonymous and help improve your experience.
Conclusion: Why MSPs Should Prioritize eNPS
eNPS offers a clear, scalable method to assess and improve team sentiment. In an industry where client satisfaction depends on engineer performance, understanding internal sentiment is critical.
TeamGPS, a performance management platform, streamlines eNPS tracking. It automates surveys, delivers real-time analytics, and provides tailored action plans for cultural improvement.
Ready to build a workplace your team supports and promotes?
Book a TeamGPS demo and see how better culture leads to stronger client outcomes.
FAQs
- What is a good eNPS score for MSPs?
A. A score above 20 is considered healthy. Scores between 30–50 indicate strong culture. - Should small MSPs use eNPS?
A. Yes. Even small teams gain insights that support retention and performance. - Is eNPS suitable for remote teams?
A. Yes. It’s especially useful where in-person feedback is limited. - How should anonymity be handled?
A. Ensure full anonymity to maintain trust and accuracy. - How can MSPs benchmark their score?
A. Track results over time or compare with industry-specific benchmarks.
