Net Promoter® Score (NPS) Maturity Assessment

The Net Promoter® Score (NPS) Maturity Assessment asks you to rate the extent to which your organization demonstrates practices instituted by high-performing organizations that implemented the Net Promoter® Score system. The questions reflect the following six key dimensions necessary to effectively introduce NPS in your organization.

1. Leadership Alignment: Before launching such an initiative, senior leadership must make NPS central to their strategy and mission for the organization. These practices, which define what must be in place before moving forward, include the economic case for increasing Promoters and reducing Detractors.

2. Program Governance: Any program of this magnitude requires detailed planning and organization. Program Governance practices define the program management elements required to ensure that implementation activities are well managed and carefully planned. They apply a sequencing strategy proven successful in other organizations.

3. Measurement, Analysis and Reporting: Central to implementing a superior customer experience is how performance is measured at key touchpoints in the experience. These practices define how to approach this critical element, which is the basis for most of the other dimensions that drive the focus on operational improvement.

4. Enrolling and Equipping the Organization: This essential aspect of our work balances the right mix of push-versus-pull change strategies. Such strategies prepare the organization to embrace the new approach to measurement, and equip it to take action to improve the customer experience.

5. Action and Accountability: Defining who will take what action (based on a set of business rules) in response to customer feedback is a crucial activity. This dimension defines some of the most important steps and approaches to this element of the program.

6. Driving Innovation: Finally, over time, the practice of listening consistently and attentively to customers through the NPS System leads to establishing relationships with three groups of customers-Promoters, Passives, and Detractors. Ultimately, this practice points the way to significant opportunities for innovation. These practices include leveraging the NPS System with social media and other tools to help drive innovation.

To complete the assessment, answer each question by selecting a number between 1 and 10 – from “Strongly Disagree” to “Strongly Agree” -- that indicates how well you believe your organization demonstrates the practice described.

When all questions for a dimension have been answered, you will be prompted to continue to the next one until the assessment is complete. If possible, please finish the survey in one session. However, if you are interrupted, press the “Save and Continue Later” button and you will be prompted to enter your email address.

Rest assured that this information will be held in complete confidence and will not be shared with any third party.  

Thank you.

The Service Profit Chain Institute

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