Net Promoter score

By Ed Wong

I was thinking about Net Promoter scores today because of Bernd’s video from LAST Conference about the Net Promoter System for Agile Companies (link below), the NPS data we collected from LAST Conference, and also because the training session that Neil and Craig’s ran yesterday got a pleasing NPS. I was glad to hear this news, because it was the first training day in my new Guerrilla Training series.

What is Net Promoter®?

To recap, NPS is a method for gauging peoples’ satisfaction with a product, service, activity etc. You ask people the question, “How likely are you to recommend our company/product/service to your friends and colleagues?” Most commonly asking for a number between 0 and 10, with 0 being not likely at all, and 10 being definitely. Those that respond with 9 or 10, are Promoters, those who respond with 6 or lower are Detractors.

The score is worked out by subtracting the % of Detractors from the % of Promoters, to give a number between -100 (everyone is a Detractor) to +100 (everyone is a Promoter). A score of +50 or above is considered to be pretty good, according to the Wiki that knows.

You would commonly ask a second, open ended question asking why people gave their score, so that you can identify what you’ve done well and what can be targeted for improvement.

An example that I’m proud of, can be seen in the embedded tweet at the top of this post. It’s one of the responses from a Product Inception workshop that I co-facilitated with Cheryl, a couple of months ago. I was pretty happy with an overall Net Promoter score of 76.9!

I think Net Promoter is generally a pretty useful tool to use on a variety of things. What do you think?

Further reading/watching

Net Promoter on Wikipedia

Video of Bernd’s Net Promoter System for Agile Companies talk at LAST Conference.

Official Net Promoter website.

August 31st, 2013
Category: Being agile, Friends and allies, LAST, Tabar, Training
Tags:
3 comments