4. 1.) On a zero-to-ten
scale, how likely is it
that you’d
recommend my
cinema to a friend or
colleague of yours?
2.) Why is that?
0 105
very unlikely very likely
5. “On a zero-to-ten scale, how likely is it that you would
recommend us (or this product/service/brand) to a friend
or colleague? I also instructed companies to ask at least
one follow-up question: What is the primary reason for
your score?”
Fred
Reichheld
9. … because loyal customers come back more
often, buy additional products and services,
refer their friends, provide valuable feedback,
cost less to serve, and are less price sensitive.
Fred
Reichheld
13. 1) Count promoters, passives, and detractors.
2) Subtract detractors from promoters.
3) Divide the result by the number of all votes.
4) Multiply the result with 100.
5) You got a number between -100 and +100.
That’s the NPScore!
NPScore
17. 1. …before building the feature.
2. …directly after the feature is used (bottom-up).
3. …periodically while features are used (top-down).
Get feedback…
NPSwith
Products
Actions for
29. Actions with NPS in Agile Environments
Get feedback from
attendees about large
meetings/workshops.
Do a retrospective with
customer feedback as
data.
Do a backlog refinement
session with customer
feedback.
Get feedback from
practitioners about learning
sources (book club!).
Let every employee
contact promoters and
detractors.
Identify weak and strong
features and products.
Visualise company-wide
your customer feedback
and teach everyone how
to read it (open books!).
Get feedback from
colleagues about you as
an employee (eNPS).
Use feedback from
colleagues to grow, e.g.,
via personal coaching.
More
46. 1.) On a zero-to-ten scale, how likely is it
that you’d recommend this session to a
friend or colleague of yours?
2.) Why is that?
You knew
that this was
coming,
right?
47. NET PROMOTER
SYSTEM FOR AGILE
ENVIRONMENTS
Bernd Schiffer
29/01/2015
OOP Conference
Munich, Germany
‣@berndschiffer
‣@bold_mover
‣coaching@berndschiffer.com
‣http://slideshare.net/berndschiffer
‣http://berndschiffer.com
‣http://boldmover.com
‣http://agiletrail.com
Thank you!