How to create and manage an eNPS survey

 

Table of Contents

• Roles and access
• What is eNPS?
• How the eNPS score is calculated
• Create an eNPS survey
• Publish an eNPS survey
• Read the results
• Exclude employees from an eNPS survey
• Pause and resume an eNPS survey
• Edit or delete an eNPS survey
• Duplicate an eNPS survey
• FAQ

 

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Roles and access

Access	Role
Create, manage and view eNPS surveys and results	System role: Surveys
Exclude or include employees from surveys	System role: Surveys or User role: Surveys — granted over the relevant groups

 

 

What is eNPS?

eNPS (employee Net Promoter Score) is a standardised method for measuring employee satisfaction and loyalty. It uses a single question:

 

"On a scale from 0 to 10, how likely are you to recommend this company as a place to work?"

 

💡 Employees can also add a written comment to explain their score. All responses are always anonymous.

 

 

 

How the eNPS score is calculated

Based on their score, respondents are categorised into three groups:

Category	Score	Description
Promoters	9–10	Highly satisfied employees who are likely to recommend the company
Passives	7–8	Satisfied but not enthusiastic — not included in the score calculation
Detractors	0–6	Dissatisfied employees who are unlikely to recommend the company

 

The eNPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters: eNPS = % Promoters − % Detractors.

The eNPS score is interpreted as follows:

Score	Rating
> 50	Excellent 🎉
30–50	Very good 👌
10–29	Good 👍
Below 10	Needs attention 😐

 

 

Create an eNPS survey

1. Go to the Surveys module
2. Click "New survey"
3. Choose "eNPS survey"
4. Fill in a name for the survey 
5. You can also edit icon and backgroundcolor 
6. Click "Continue"

 

 

 

Publish an eNPS survey

After creating the survey, you need to publish it to start sending it to employees.

Step 1 — Recipients

Choose who should receive the survey:

Option	Description
Everyone	All employees in the organisation with an active position
Members of groups	Employees in specific teams, locations or companies
Individual people	Specific named employees

 

 

Step 2 — Scheduling

eNPS surveys are always recurring. Set the following:

Setting	Description
Start date and time	When the first survey run should be sent
Survey frequency	How often the survey repeats — choose from 1 week, 2 weeks, 1 month, 3 months, 6 months or 1 year
Response period	How long recipients have to respond before the run closes — cannot be longer than the frequency

 

💡 The default response period is 7 days.

 

 

 

 

Read the results

Results are displayed in real time as responses come in. For each survey run you can see:

• The eNPS score for that run
• The breakdown of Promoters, Passives and Detractors
• Score development over time across multiple runs
• A breakdown by teams, locations or companies
• Written comments from respondents

 

💡 Results are only shown once at least 5 respondents have submitted their answers, to protect anonymity.

 

 

Exclude employees from an eNPS survey

You can exclude specific employees from receiving the survey, for example board members or consultants who should not be included in the results.

1. Navigate to the People module and find the employee you want to exlude
2. Go to their profile, and click on the three dots in the top right corner
3. Click "Exlude from eNPS surveys"
4. Click "Exclude"
5. When excluded, this employee will not receive any eNPS surveys. Any earlier responses will still be included in reports.
6. You can always include them by following the same steps and click "Include"

 

Pause and resume an eNPS survey

You can pause a survey at any time. When paused:

• The current open run remains open for the rest of its response period
• All future scheduled runs are cancelled

 

To pause:

1. Go to the Surveys module and open the survey
2. Click the three dots in the top right corner
3. Click "Pause" and confirm
4. To resume, follow the same steps and click "Resume". The survey will start scheduling runs again from the next scheduled date.

 

 

 

Edit or delete an eNPS survey

You can edit the survey name and scheduling details at any time by clicking "Edit details" in the survey.

⚠️ Deleting a survey permanently deletes the survey and all its runs and results. This cannot be undone.

To delete:

1. Go to the Surveys module and open the survey
2. Click the three dots in the top right corner
3. Click "Delete" and confirm

 

 

 

Duplicate an eNPS survey

Duplicating creates a new draft survey with the same settings as the original. You can then adjust the settings before publishing.

1. Go to the Surveys module and find the survey you want to duplicate
2. Click the three dots 
3. Click "Duplicate"

 

 

 

 

FAQ

Why was a survey run not created?

If the number of recipients falls below 5, Huma will not create the survey run to protect anonymity. You will receive a notification when this happens. Check the recipient list and make sure enough employees with active positions are included.

 

What happens to results from deactivated employees?

If an employee is deactivated after responding to a survey, their response remains included in the results for that run.

 

Can I change the frequency after the survey has been published?

Yes. You can edit the scheduling details at any time by clicking "Edit details" in the survey. Changes take effect from the next scheduled run.

 

Can I see individual responses?

No. eNPS surveys are always anonymous. You can see written comments but they are never linked to specific respondents.

 

What is the eNPS benchmark comparison?

If you enable the benchmark option when publishing, Huma stores your eNPS results anonymously and includes them in an aggregated benchmark. This lets you compare your score against other organisations using Huma.

 

Can I add more questions?

No. The eNPS survey always consists of a single question. If you want to include additional questions, you’ll need to create a custom survey instead. 

🔗 Read more about Custom survey.