After an engagement campaign closes, the eNPS tab in campaign results shows how employees responded to the eNPS question. Results appear for the organization and any group that meets confidentiality thresholds.
Before You Begin
- The engagement campaign must be closed.
- eNPS must have been included in the campaign. Participants who did not receive the eNPS question will not generate eNPS data.
- You must have results access in Engagement.
Steps
- Navigate to Engage > Campaigns.
- Select the closed campaign you want to review.
- Click the eNPS tab in the results view.
- Review the eNPS score — a single number ranging from -100 to 100.
- Interpret the score: 10–30 is considered good; 30 or above is considered excellent.
- Review the Response breakdown to see how responses distributed across promoters, passives, and detractors.
- Note which category each score range maps to: 9–10 = Promoters, 7–8 = Passives, 0–6 = Detractors.
- Review the eNPS trend chart to see how the score has changed across survey cycles.
- Review the eNPS breakdown to see results segmented by cohort.
- Click the Feedback tab to read open-ended responses to "What was the primary reason for your answer?"
If Something Goes Wrong
| Issue | Check | Fix |
|---|---|---|
| eNPS tab is not visible | Confirm eNPS was added to this campaign before launch | eNPS cannot be added retroactively; no eNPS tab will appear if the question was excluded |
| No results appear on the eNPS tab | Confirm the campaign is closed, not still active | Results only populate after the campaign closes |
| Cohort is missing from the breakdown | Check whether the cohort met the confidentiality minimum | Cohorts below the confidentiality threshold are hidden; results cannot be displayed |
| Feedback tab shows no responses | The open-ended follow-up question is optional | Blank responses are expected; participants are not required to answer the follow-up |
Not Covered Here
This article does not cover how to add eNPS to a campaign before launch.
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