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The “Ultimate Measure” – Adapting the Net Promoter Score for IT. Harry Chapman Principal Bay Area Consulting Group LLC [email protected] (415) 971-5746. 18. The “Ultimate” Measure. “On a scale of 0-10, how likely is it that you would

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Harry Chapman Principal Bay Area Consulting Group LLC [email protected] (415) 971-5746

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The “Ultimate Measure” – Adapting the Net Promoter Score for IT

Harry Chapman

Principal

Bay Area Consulting Group LLC

[email protected]

(415) 971-5746

18


The “Ultimate” Measure

“On a scale of 0-10, how likely is it that you would

recommend our company to a friend or colleague?”

Detractor

Promoter

Passive


The Ultimate Measure

“On a scale of 0-10, how likely is it that you would

recommend our company to a friend or colleague?”


  • Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

  • Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.

  • Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.

  • Subtracting the proportion of detractors from the proportion of promoters and converting it to a percent gets you the Net Promoter Score. 

  • For example, 100 promoters and 30 passive and 80 detractors gets you a Net Promoter Score (NPS) of 20%. This mean there are 20% more promoter than detractors. A NPS of -10% means you have 10% more detractors than promoters.


NPS Leaders – 2011


NPS by Industry


Why Use the NPS?

  • Simple

  • Easy to Complete

  • Customer-centric

  • Repeatable Over Time


Adapted for IT

  • 1. What is your overall level of satisfaction with the systems, equipment and support provided by the IT department?

  • (Optionally,) Please share your thoughts on IT’s past performance and on opportunities to provide you with better service to you.”

  • (Optionally,) Please provide your name if you would like to do so.


Cost/User

1. Provide your total "IT spending" for your last fiscal year.

2. Provide the number of Desktops supported by IT


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