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Harry Chapman Principal Bay Area Consulting Group LLC Hchapman@baconsulting.net (415) 971-5746

The “Ultimate Measure” – Adapting the Net Promoter Score for IT. Harry Chapman Principal Bay Area Consulting Group LLC Hchapman@baconsulting.net (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 Hchapman@baconsulting.net (415) 971-5746

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  1. The “Ultimate Measure” – Adapting the Net Promoter Score for IT Harry Chapman Principal Bay Area Consulting Group LLC Hchapman@baconsulting.net (415) 971-5746 18

  2. 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

  3. The Ultimate Measure “On a scale of 0-10, how likely is it that you would recommend our company to a friend or colleague?”

  4. 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.

  5. NPS Leaders – 2011

  6. NPS by Industry

  7. Why Use the NPS? • Simple • Easy to Complete • Customer-centric • Repeatable Over Time

  8. 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.

  9. 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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