Net Promoter Score

NPS – How to Calculate (http://www.netpromoter.com/why-net-promoter/know/ )

The Net Promoter Score™ is simple to calculate and has been proven to be an effective way to gauge the health of a company’s growth engine. However, the crucial part is being able to adjust those specific areas of your business that will increase customer loyalty. Corsential’s solutions show you exactly why your clients rate you the way they do so you have the data to make those crucial decisions.

A single question is asked to gather the data required to calculate your Net Promoter Score. Those who respond to the question with a 9 or 10 are classified as Promoters. Those who respond with a 0 to 6 are Detractors. The percentage of detractors is subtracted from the percentage of Promoters to get the Net Promoter Score. Look at the illustration below:

Actual Results from SAFe training

Below is the Net Promoter Score question and results for the last 3 training sessions. There was steady improvement… I wanted to pass this along as an example of using NPS as a simple tool to gather basic feedback from training events, sprint reviews, release reviews, management/employee feedback, customer delight inquiries, etc. This might give us an empirical way to show trends related to our performance, progress, and general customer/team/employee delight.