Why the eNPS Is More Than Just a Number – or why we call it “Heartbeat” at KUNO

Why the eNPS Is More Than Just a Number – or why we call it “Heartbeat” at KUNO

The Employee Net Promoter Score (eNPS) has become a common tool for measuring employee satisfaction in many organizations. One simple question, a scale from 0 to 10 – yet behind it lies far more than just a sentiment indicator.
At KUNO, the eNPS has been part of our culture from day one – and over the years, it has become one of the most valuable tools to foster connection, trust, and continuous development within our team.

We call our eNPS “Heartbeat”, because it represents exactly what it measures: the pulse of our team.

Where the eNPS Comes From – and What It Measures

The Net Promoter Score (NPS) originally comes from the world of marketing. It was designed to determine how likely customers are to recommend a product or brand to others. The power of this method lies in its simplicity – one question, one scale, one clear result. Over time, this concept was adapted to the workplace and became the Employee Net Promoter Score (eNPS).

The standard question is: “How likely are you to recommend your employer or company as a great place to work?”

This is exactly the question we ask at KUNO – every month, to all team members. The management team does not participate in the survey or in the subsequent meetings, ensuring that feedback reflects only the employees’ perspective.

How the eNPS Is Calculated

The eNPS follows a simple but powerful formula:

• Those who score 9 or 10 are called Promoters – enthusiastic supporters of the company.

• Those who give 7 or 8 are Passives – neutral or somewhat satisfied.

• Those who select 0 to 6 are Detractors – critical or dissatisfied.

The result is calculated as:

eNPS = (% of Promoters) – (% of Detractors)

The score ranges from –100 to +100.

• Anything above +20 is considered good,

• above +40 very good,

• and above +60 excellent.

A negative score means that dissatisfaction outweighs enthusiasm – a clear signal to dig deeper.

A Number That Matters Only When You Bring It to Life

Since our founding, we’ve run our Heartbeat every single month. We always ask the same question and include an open comment field. Responses are collected anonymously and then discussed during a monthly Heartbeat meeting with all employees.

Importantly, management deliberately does not attend these meetings. This creates space for honest, open discussions. All comments are anonymized and reviewed together, ensuring that every voice can be heard.

During these sessions, we also use interactive tools such as Slido for quick pulse checks and spontaneous polls. This helps us capture team sentiment, prioritize issues, and prepare decisions collaboratively.

From Feedback to Action

A high eNPS score is nice – but real trust only develops when feedback leads to action. The true value of our Heartbeat lies not in the number itself but in what happens afterward.

After each monthly meeting, we document which topics were raised multiple times or felt particularly relevant. These are then prioritized and discussed together: What can we improve immediately? Which topics need more context or background? And where should management be involved to address structural changes or make key decisions?

The results vary – from smaller everyday adjustments (e.g. refining meeting formats, improving communication channels, optimizing tools) to larger initiatives that shape our company culture in the long run. Often, specific responsibilities and follow-ups are assigned right away, ensuring that feedback doesn’t get lost but turns into tangible action.

We also make progress visible: issues discussed one month are revisited in the next meeting to show what has been done. This creates accountability and reinforces trust in the process.

In this way, the Heartbeat isn’t a static report, but a continuous improvement cycle – owned by the whole team. Everyone contributes to turning feedback into progress, and each change – big or small – strengthens our collective confidence.

Why the Heartbeat at KUNO Isn’t Managed by Leadership

True openness requires trust. That’s why our eNPS at KUNO is not run or analyzed by the management team, but by colleagues from within the organization. They conduct the survey, evaluate the results, and facilitate the monthly discussions.

When strategic or high-impact topics emerge, management is, of course, brought into the loop – for instance, to address them in the All-Hands meeting, set priorities, or support implementation.

This structure keeps the process credible, participatory, and effective: the team drives the dialogue, while leadership ensures that outcomes are translated into tangible steps for the business.

A Long-Term Cultural Indicator

Over the years, our Heartbeat has evolved in every direction – from negative scores during challenging times to moments of 100% positive feedback when the team felt especially stable and aligned.

These fluctuations aren’t a sign of instability – they’re a sign of honesty. They show that the eNPS is not a snapshot but a living indicator of team culture, trust, and cohesion.

A consistently high eNPS reflects strong collaboration and sustained satisfaction. A sudden drop, on the other hand, signals that attention or support may be needed – giving us the opportunity to act early. That’s the true strength of the eNPS: it makes cultural health visible and actionable.

The Benefits of Using the eNPS Effectively

The biggest advantage is obvious: it gives you the continuous pulse of the organization. Regular eNPS measurements reveal patterns early – both positive and critical – allowing decisions to be made with data and empathy combined.

Other key benefits include:

• Quick responsiveness: Issues can be addressed immediately – not months later.

• Stronger feedback culture: Employees feel heard and valued, which builds openness and belonging.

• Low barrier to participation: One simple question is easy to answer and ensures honest responses.

• Trend insights over time: Regular tracking highlights progress and patterns across months or years.

Challenges and Limitations

Of course, the eNPS isn’t a magic solution. There are some natural limitations:

• Anonymous feedback can lack context. Without a way to ask follow-up questions, some insights remain unclear.

• Smaller teams are more sensitive. A single negative response can noticeably shift the overall score – but that, too, can signal where closer attention is needed.

• Managing expectations: Collecting feedback means committing to act on it. Without visible change, trust in the process declines.

That’s why the eNPS should never be a top-down HR instrument – it needs to be owned by the team.

Connecting the eNPS to Mental Health and Team Culture

As we’ve already described in our article “Promoting Mental Health in Remote Teams”, mental wellbeing is a core part of our company culture. The eNPS plays a key role here: it helps identify potential stressors early, encourages open dialogue, and strengthens psychological safety.

At KUNO, the close link between feedback, mentoring, mental health platforms such as nilo, and clear communication structures ensures that wellbeing and performance go hand in hand.

Conclusion: The eNPS as a Dialogue, Not a Statistic

In the end, the eNPS isn’t about numbers – it’s about conversation. When approached with consistency, empathy, and openness, it becomes a dynamic instrument for cultural growth – not just for HR, but for the entire organization.

Because satisfaction isn’t a final state – it’s a process. And our Heartbeat makes that process visible, measurable, and actionable.

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