mNPS: Manager Loyalty Assessment

Most employees don't just evaluate their companies - they also form strong opinions about their direct managers. Research shows that the manager-employee relationship is one of the biggest factors influencing engagement, satisfaction, and retention. To measure this crucial dimension, many organizations now use mNPS (Manager Net Promoter Score), an adaptation of the traditional NPS metric designed to assess how employees perceive their immediate supervisors.

Unlike broad employee satisfaction surveys, mNPS zeroes in on leadership quality at the team level. With a single, straightforward question - "How likely are you to recommend your direct manager as a good leader?" - companies can quantify loyalty, identify strong leadership practices, and highlight areas for improvement. In this article, we'll explore what mNPS is, how it's calculated, why it matters, and how businesses can use it to strengthen management practices and workplace culture.

What is mNPS?

mNPS (Manager Net Promoter Score) is a loyalty metric designed to evaluate the relationship between employees and their direct managers. Adapted from the well-known NPS (Net Promoter Score) used in customer feedback, it focuses specifically on how employees perceive leadership quality at the team level.

At its core, mNPS asks a simple but powerful question:

"Based on your experience, how likely are you to recommend your direct manager as a good leader to a friend or relative?"

Employees respond on a 0–10 scale (0 = not at all likely, 10 = extremely likely). Their answers are then grouped into three categories:

• Promoters (9–10). Highly satisfied, loyal employees who strongly support their manager.
• Passives (7–8). Generally content but not enthusiastic enough to actively recommend their manager.
• Detractors (0–6). Dissatisfied employees who are unlikely to recommend their manager.

The final mNPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The result is a single number, ranging from –100 to +100, that reflects overall manager loyalty and effectiveness as perceived by employees. Responses are collected on a numerical scale similar in logic to a Likert scale, a common tool in survey research that measures degrees of agreement or likelihood.

What is the mNPS Score Used For?

The mNPS score goes far beyond being just a number. It helps companies understand the quality of leadership, the health of their culture, and the risks or opportunities within teams. Here are the main ways organizations put mNPS into practice:

1. Evaluating leadership effectiveness. mNPS highlights how employees actually experience their managers day to day. High scores point to respected, trusted leaders, while low scores reveal where additional coaching, mentoring, or training is needed.
2. Shaping corporate culture. Because managers embody company values in their everyday interactions, their impact on culture is direct. A strong mNPS indicates an atmosphere of support, trust, and fairness. Weak scores may signal cultural gaps such as poor communication or lack of recognition.
3. Preventing employee turnover. Research shows that most people don't leave companies - they leave managers. By tracking mNPS, HR teams can spot at-risk teams and intervene early with targeted leadership support, reducing costly churn.
4. Boosting engagement and productivity. Employees who feel supported by their managers are more motivated, collaborative, and innovative. A rising mNPS often correlates with stronger overall performance.
5. Informing management decisions. mNPS data can guide leadership development initiatives, succession planning, and even promotion criteria. Instead of relying only on performance metrics, organizations get a fuller picture of leadership impact.
6. Benchmarking and comparison. By comparing scores across departments, locations, or even against industry benchmarks, companies can identify best practices and replicate success stories across the organization.

Read also: Why Product Managers Need Surveys

How the mNPS Metric is Calculated

The calculation of mNPS follows the same logic as the traditional Net Promoter Score, but it focuses on employees' perception of their direct managers.

Step 1. Collect responses

Employees rate their manager on a scale from 0 (not at all likely) to 10 (extremely likely) when asked if they would recommend them as a good leader.

Step 2. Categorize respondents

• Promoters (9–10). Loyal employees who strongly support their manager's leadership.
• Passives (7–8). Generally satisfied but not enthusiastic enough to recommend.
• Detractors (0–6). Dissatisfied employees who are unlikely to recommend their manager.

Step 3. Apply the formula

mNPS = %Promoters − %Detractors

Passive responses are not included in the formula, though they provide useful context about overall sentiment.

Step 4. Interpret the score

Example: If 70% of employees are Promoters, 20% are Passives, and 10% are Detractors, the calculation is:

mNPS = 70 − 10 = 60

The resulting score ranges from –100 (all employees are Detractors) to +100 (all employees are Promoters). The higher the score, the more positively employees perceive their manager.

General mNPS Survey Methodology

Running an mNPS survey isn't just about asking one question - it's about designing a process that ensures reliable, honest feedback and leads to meaningful change. The methodology can be broken into four main phases:

1. Design the survey

• Define the goal. Be clear whether you want to evaluate individual managers, compare departments, or measure company-wide leadership quality.
• Choose participants. Decide if the survey will cover all employees or focus on specific teams.
• Formulate clear questions. Keep the survey short and focused, with the core 0–10 mNPS question at the center.

2. Collect responses

• Ensure anonymity. Employees are more likely to give honest feedback if they feel safe. Use anonymous tools or third-party platforms.
• Keep it simple. A short digital survey distributed via email or internal platforms often works best.

3. Analyze the data

• Calculate mNPS. Use the standard formula (%Promoters – %Detractors).
• Look beyond the number. Examine distribution, comments, and trends over time, not just the final score. This is where broader quantitative research methods can provide context, and where thematic analysis can reveal deeper themes in employee comments.

4. Take action and follow up

• Share results transparently. Communicate findings with managers and teams.
• Create action plans. Focus on targeted improvements such as leadership training, communication workshops or mentoring.
• Repeat regularly. Run mNPS surveys quarterly or biannually to track progress and measure the impact of changes.

What is Considered a Normal mNPS Score?

Like any performance metric, mNPS scores don't exist in a vacuum. Results depend on factors such as industry, company culture, and the specific dynamics between managers and their teams. Still, some general benchmarks can guide interpretation:

• Negative (below 0). Detractors outnumber Promoters. This is a warning sign that employees are dissatisfied with management, and immediate attention is needed.
• 0 to +20 (acceptable). A slightly positive score means more Promoters than Detractors, but there is plenty of room for improvement.
• +20 to +50 (good). Indicates healthy manager–employee relationships, with most employees feeling supported and satisfied.
• +50 and above (excellent). A rare and impressive result. Managers are seen as highly effective leaders, fostering loyalty, engagement, and strong workplace culture.

It's important to remember that context matters. For example, a +15 score might be disappointing in a startup with a flat culture, but perfectly normal in a traditional, hierarchical industry. Companies should focus less on chasing an "ideal" score and more on tracking progress over time. A rising mNPS, even from negative territory, shows that leadership practices are moving in the right direction.

Read also: 50 Customer Satisfaction Survey Questions to Strengthen CSAT

How to Improve Your mNPS Metric

Improving mNPS requires more than running surveys - it means addressing the root causes behind employee perceptions of their managers. The goal is to create an environment where employees feel supported, respected, and motivated by their leaders. Below are proven strategies to raise your score and, more importantly, build stronger teams.

1. Run regular surveys and act on results. Collecting feedback quarterly or biannually helps track progress over time. Just as important as gathering data is closing the loop — share results with teams and outline the actions being taken.
2. Invest in leadership training. Provide workshops on communication, feedback, conflict resolution, and leading hybrid teams. Managers often fail not because of lack of effort but because they lack the tools to lead effectively.
3. Introduce coaching and mentoring. Pair new or struggling managers with experienced mentors. One-on-one coaching helps managers apply leadership principles to real challenges.
4. Support employee career growth. Clear paths for advancement reduce frustration and strengthen trust in management. Managers should be trained to have meaningful career conversations with their teams.
5. Recognize and reward contributions. Public recognition programs or simple peer-to-peer shout-outs can build trust and demonstrate that managers appreciate effort. Recognition should be consistent and authentic.
6. Foster a culture of respect and trust. Employees value managers who listen, show empathy, and respect boundaries. Embedding these values into leadership practices has a direct impact on mNPS.
7. Ensure alignment with company values. Managers should embody the organization's mission in their daily interactions. Disconnects between stated values and managerial behavior can quickly lower scores.
8. Strengthen conflict resolution. Train managers to handle disputes fairly and constructively. Mishandled conflicts are one of the fastest ways to create Detractors.
9. Analyze data for patterns. Don't just look at the overall score — dig into department-level trends, demographic differences, and open-ended comments. These insights can reveal systemic issues or hidden strengths.
10. Measure, adapt, and repeat. Improving mNPS is an ongoing process. Track results after each intervention, refine your strategy and demonstrate that leadership takes feedback seriously.

Many of these steps align directly with broader approaches to boosting motivation and building healthier workplace cultures.

When done systematically, improving mNPS not only raises a score - it strengthens trust in management, reduces turnover, and builds a healthier corporate culture. The key is consistency and follow-through: employees need to see that their voices lead to real change.