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How to measure employee satisfaction

We will explain how to measure employee satisfaction using eNPS

 

Table of Contents

General questions about eNPS


 

 

 

eNPS in Huma

In Huma, eNPS (employee Net Promoter Score) is a metric used to measure employee satisfaction and loyalty within your organization.

The eNPS feature uses a simple yet powerful survey that asks employees

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

Employees’ responses are categorized as Promoters, Passives or Detractors. The eNPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters.

 


Start the eNPS

To start eNPS in Huma, you must have a "System role with Full access to Surveys". 

  1. Go to the "Surveys module" 
  2. Click "New survey" and choose "eNPS survey" 
    1. Choose icon and background
    2. Fill out title 
    3. Reponses are automatically set as "Anonymous"
    4. Click "Continue"
  3.  The eNPS will now have the status "Draft"
    1. Click "Add description" if you want to add information 
  4. Click "Publish"
    1. Choose recipients
    2. Set up desired schedule for the eNPS
    3. Set respone periode to 1 or 2 weeks
    4. Click "Preview email template" to see what your employees will get
  5. "Click "Publish" and the eNPS will be active

 


 

This is how your eNPS score is calculated

The eNPS (employee Net Promoter Score) score in Huma is calculated by asking employees a single, standardized question.

Each response is classified as follows:

  • Detractors: 0-6
  • Neutrals: 7-8
  • Promoters: 9-10 

 

The eNPS score is determined by subtracting the percentage of Detractors from the percentage of Promoters:

  • eNPS = % Promoters – % Detractors

 

For example

  1. 70% of respondents are Promoters,
  2. 10% are Neutrals,
  3. 20% are Detractors,
  4. eNPS score would be 70 – 20 = 50. 
  5. Responses from Neutrals are not included in the calculation.

 

In theory, eNPS results can range from –100 to 100. A positive eNPS is generally considered good, with higher scores indicating greater satisfaction and loyalty among employees. Huma provides the following score interpretations:

  • 50: Excellent 🎉
  • 30–50: Very good 👌
  • 10–29: Good 👍
  • < 10: Not very good 😐

 

The key insight is whether your organization’s eNPS trend is positive or negative over time.

 

Exclude users

To exclude users from eNPS, the user must have a "System role with Full access to Users". 

  1. Go to the "People module"
  2. Click on the employee you want to exclude
  3. Navigate to the "three dots" in the top right corner
  4. Click "Exclude from eNPS"
  5. "Exclude"

 

  • When excluded, the employee will not receive any eNPS surveys. Any earlier responses will still be included in reports.
  • To include the user in eNPS again, follow the same steps and click "Include in eNPS surveys". When included, this employee will receive eNPS surveys as normal.
  • You can also exclude users in a bulk action by selecting multiple people in the "People module". 

 

Screenshot 2025-12-04 at 00.14.08

 

 

Edit or delete eNPS

You can always edit or delete an eNPS.

  1. Go to the "Surveys module"
  2. Navigate to the survey you want to edit or delete
  3. Click on the "three dots" in the top right corner
    1. "Edit" - if you want to edit title, description, icon or background
    2. "Delete" - if you wish to delete the eNPS
      Deleted eNPS cannot be restored. The survey and all its runs will be deleted. 


Screenshot 2025-12-04 at 00.19.04

 

 

Duplicate eNPS

The duplicate will be created as a draft, without any of the original’s runs and responses. When publishing, you can change the survey settings as needed – except its anonymity.

  1. Go to the "Surveys module"
  2. Navigate to the eNPS you want to duplicate
  3. Click on the "three dots" located to the right of the eNPS
  4. Press "Duplicate"
    1. You can edit title
    2. "Keep audience" - controls wether the original´s audience is transferred to the duplicate, or is cleared. 
  5. Click "Duplicate"

 

Screenshot 2025-12-04 at 00.24.29

 

 

Some highlights

  • You can choose to send out a new eNPS every 2, 4, 8 or 12 weeks, automatically.
  • The eNPS is completely anonymous
  • In addition to giving a score, employees can make anonymous comments
  • You can stop/pause the eNPS Then the system will not send out any new eNPS requests, but any eNPS that have gone out will be available for employees to answer.
  • An employee's current employment start date  has to be passed to receive an eNPS
  • After End date has passed the employee will not get the eNPS, but if they have received the  eNPS they can respond even if last workday pass after the eNPS has been sent.
  • Answers from deleted or inactive user will not be registered.
  • To ensure anonymity, a team or location needs to have a minimum of 5 users for the team's/location's score to be displayed.
  • One cannot send out an enps to an individual who did not receive it at the time it was issued.
  • System admin / the person sending out the eNPS, also get to answer the eNPS. 

 

General questions about eNPS

Why is users and/or locations/teams excluded from my eNPS?

For users to receive the eNPS, they must meet these conditions before the eNPS is sent out:
  • Be active users in Huma
  • Have a current employment start date 

 

For teams/locations to receive the eNPS, they must meet these conditions before the eNPS is sent out:

  • Be created in Huma
  • The team also needs to have 5 or more members for the score to be displayed.

 

 

How is answers from deactivated users calculated?

  • Response Counting: All responses to the eNPS are counted. If a user was active when the eNPS started, they can complete it before being deactivated.
  • Deactivation: Once a user is deactivated, they can no longer complete the eNPS. To ensure their response is counted, it must be submitted before deactivation occurs.
  • Active User Requirement: Users must be active and have current employment to receive eNPS.

 

Make sure that participants are active and employed to ensure they receive and can complete the eNPS.

 

What happens if I exclude users after a survey is published?

  • The employee or team will not be able to see or answer the survey in the app or web.
  • They will be fully excluded from all future eNPS survey runs.

 

 

Is it possible to change the language of the eNPS email?

As of today, the eNPS is unfortunately only in English.

 

Can I pause the eNPS?

You can always pause the eNPS. Then the system will not send out any new eNPS requests, but any eNPS that have gone out will be available for employees to answer.

  1. Go to the "Surveys module"
  2. Navigate to the eNPS you want to pause
  3. Click "Pause" in the top right corner
  4. Press "Pause"

 

  • All runs scheduled in the future will be canceled.
  • You can resume the survey at any time, by following the same steps and click "Resume". 
    You must then fill out recipients and schedule, and click "Publish". 

 

Start a custom survey

Would you like to add multiple questions and define them yourself?

The purpose of an eNPS survey approach is that it easy to implement and easy to understand. And the real value lies in keeping the question the same over time without there being room to change the question or add subjectivity.

But to offer greater flexibility, Huma also provides a custom survey feature, allowing you to create your own survey questions tailored to your organization’s needs.