1. Bernd Schiffer
01/03/2014 Agile India
NET PROMOTER SYSTEM FOR
AGILE ENVIRONMENTS

2. I want to open a
cinema!

3. The
book
about
NPS
(Net Promoter System)

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?
0
10
5
very unlikely
2.) Why is that?
very likely

5. Fred
Reichheld
“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?”

6. Detractors
7-8
0-6
very unlikely
(aka delighted
customers)
(aka satisfied
customers)
(aka dissatisfied
customers)
0
Promoters
Neutrals
5
9-10
10
very likely

7. Categorize!
Goal
Goal

8. Loyal
Customers
http://www.flickr.com/photos/braveheartsportsnetwork/5815110255/

9. Fred
Reichheld
… 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.

10. Recommendations
generate most value

12. Bad
Profits
Roaming
Fees
Gym
Subscription
Dark
Patterns

13. NPScore
1)
2)
3)
4)
5)
Count promoters, neutrals, and detractors.
Subtract detractors from promoters.
Divide the result by the number of all votes.
Multiply the result with 100.
You got a number between -100 and +100.
That’s the NPScore!

14. Real World
… and 1000s more

15. http://agilemanifesto.org/

16. NPS
for
Products
DAILY SCRUM
MEETING
(EVERY 24 HOURS)
2-4 WEEK
SPRINT
PRODUCT BACKLOG
SPRINT PLANNING
SPRINT BACKLOG
POTENTIALLY SHIPABLE
PRODUCT INCREMENT
http://lean.st/ & http://www.scrumalliance.org/

17. Get feedback…
1. …before building the feature.
2. …directly after the feature is used (bottom-up).
3. …periodically while features are used (top-down).
Actions for
NPS
with
Products

22. Detractors
(aka dissatisfied
customers)
Neutrals
(aka satisfied
customers)
0-6
7-8
Promoters
(aka delighted
customers)
9-10
What is the Net Promoter System?
1
The Net Promoter System (NPS, or NPSystem) is an open-source customer
relationship management tool. With the NPS, an organisation measures the
loyalty of its customers. This feedback is used to improve the organisation’s
services. At the core of the Net Promoter System is the so called ultimate
question, which provides a simple metric, the Net Promoter Score (also called
NPS, in this sheet NPScore).
Read more about the NPS in John Warrillow’s article on Inc.com “One Question Can Predict the
Future of Your Company” http://www.inc.com/articles/201106/whats-your-net-promoter-score.html
0
5
very unlikely
2
10
very likely
What is the Net Promoter Score?
The NPScore is a single number between -100 and 100 which
sums the answers to the ultimate question “How likely is it
that you would recommend our service to a friend or
colleague?”. A number below 0 indicates a service in need of
improvement, whereas a number between 0 and 50 indicates a
good service, and a number above 50 usually means a top-of-theclass service. However, the NPScore is a relative metric, so it’s
only comparable to related services.
4
How to get feedback through a single number…?
3
We don’t. The NPScore is an indicator for the quantitative feedback. With the
NPScore we can compare different customers’ feedbacks on the same service. But we also
ask another question “Why?”, which asks the customer for the reason of his giving this
score. This is where we get the qualitative feedback. Also, we engage our customers in
follow-up interviews, to learn more about potential improvements of our services.
NPS
explained
Quantitative Feedback
(answers to the ultimate
question)
Qualitative
feedback (answers
to “Why?”)
How to calculate the Net Promoter Score?
Each customer is asked to answer the ultimate question on a scale from 0-10,
where 0 means “very unlikey” and 10 means “very likely”. The answers are
categorised in 3 groups: detractors, dissatisfied customers (0-6); neutrals, satisfied
customers (7-8); and promoters, delighted customers (9-10). The percentage of
detractors minus the percentage of promoters results in the NPScore.
# means “size
of” (simply
count…)
number
between -100
and 100
Net Promoter Score, Net Promoter and NPS are registered trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.

23. What I send
to my
clients
Detractors
(aka dissatisfied
customers)
Neutrals
(aka satisfied
customers)
0-6
7-8
Promoters
(aka delighted
customers)
9-10
What is the Net Promoter System?
1
The Net Promoter System (NPS, or NPSystem) is an open-source customer
relationship management tool. With the NPS, an organisation measures the
loyalty of its customers. This feedback is used to improve the organisation’s
services. At the core of the Net Promoter System is the so called ultimate
question, which provides a simple metric, the Net Promoter Score (also called
NPS, in this sheet NPScore).
Read more about the NPS in John Warrillow’s article on Inc.com “One Question Can Predict the
Future of Your Company” http://www.inc.com/articles/201106/whats-your-net-promoter-score.html
0
5
very unlikely
2
10
very likely
What is the Net Promoter Score?
The NPScore is a single number between -100 and 100 which
sums the answers to the ultimate question “How likely is it
that you would recommend our service to a friend or
colleague?”. A number below 0 indicates a service in need of
improvement, whereas a number between 0 and 50 indicates a
good service, and a number above 50 usually means a top-of-theclass service. However, the NPScore is a relative metric, so it’s
only comparable to related services.
4
How to get feedback through a single number…?
3
We don’t. The NPScore is an indicator for the quantitative feedback. With the
NPScore we can compare different customers’ feedbacks on the same service. But we also
ask another question “Why?”, which asks the customer for the reason of his giving this
score. This is where we get the qualitative feedback. Also, we engage our customers in
follow-up interviews, to learn more about potential improvements of our services.
NPS
explained
Quantitative Feedback
(answers to the ultimate
question)
Qualitative
feedback (answers
to “Why?”)
How to calculate the Net Promoter Score?
Each customer is asked to answer the ultimate question on a scale from 0-10,
where 0 means “very unlikey” and 10 means “very likely”. The answers are
categorised in 3 groups: detractors, dissatisfied customers (0-6); neutrals, satisfied
customers (7-8); and promoters, delighted customers (9-10). The percentage of
detractors minus the percentage of promoters results in the NPScore.
# means “size
of” (simply
count…)
number
between -100
and 100
Net Promoter Score, Net Promoter and NPS are registered trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.

26. Meetings

27. eNPS
(e = employee)
for the organisation

28. Personal NPS: 360º Feedback
eNPS
just for me
(e = employee)

29. Get feedback from
attendees about large
meetings/workshops.
Identify weak and strong
features and products.
Let every employee
contact promoters and
detractors.
Do a retrospective with
customer feedback as
data.
Do a backlog refinement
session with customer
feedback.
Get feedback from
colleagues about you as
an employee (eNPS).
Get feedback from
practitioners about learning
sources (book club!).
Visualise company-wide
your customer feedback
and teach everyone how
to read it (open books!).
Use feedback from
colleagues to grow, e.g.,
via personal coaching.
More
Actions with NPS in Agile Environments

30. ?
Myth
or
Truth

31. A product has an NPS of
80. Therefore it’s certainly
market leader!
!
?
Myth
or
Truth

32. Your NPS is 60.
So what?

33. Two independent trainer having an
NPS of 20 and 60. The one with the
60 is the better trainer!
!
?
Myth
or
Truth

34. Can’t compare NPS without
common ground.

35. Asked the ultimate question, people in
different regions and countries will
answer differently!
?
!
Myth
or
Truth

36. Andere Länder,
andere Sitten!
German Saying

37. That’s a good idea: give an employee a
huge bonus if she brings the product’s
NPS up to x!
!
?
Myth
or
Truth

38. e
r
o
c
NPSys
te
m

39. Beware!
Having a
single metric
causes
cheating!
http://aldostrada.files.wordpress.com/2009/12/mr-burns-wallpaper2.gif

40. http://www.explainxkcd.com/wiki/index.php?title=937:_TornadoGuard - http://www.xkcd.com/937

41. Aim for a win,
not a certain score!

42. 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?

43. ank
h
T
u!
yo
Bernd Schiffer
‣ @berndschiffer
NET PROMOTER ‣ @bold_mover
‣ coaching@berndschiffer.com
SYSTEM FOR AGILE !
ENVIRONMENTS ‣ http://slideshare.net/berndschiffer
‣ http://berndschiffer.com
01/03/2014
Agile India
‣ http://boldmover.com
‣ http://agiletrail.com