I’m not sure I’ve mentioned this here previously, but in the last 6 months or so I have implemented a version of the net promoter score (NPS) in my workplace. Every month, at our site’s all-hands meeting, we now ask the question “on a scale from 0 to 10 how likely are you to recommend working here to a friend or colleague?”. We ask everyone to write the score on the sticky, I collect them and then we calculate the net promoter score for our site. We do this anonymously. Lately we have also asked everyone to turnover the sticky and write your thoughts on the back of it.
If you are not familiar with NPS what you need to know is this: people who give a score of 9 or 10 are called promoters; people who give a score of 6 or less are detractors; people who give a score of 7 or 8 are called passives. We ignore the passives. And then we count up how many promoters there are and how many detractors there are, perform a little simple calculation, and it produces at NPS score. Take it could look on Wikipedia or do a Google search if you the details… I’m dictating this and can’t be arsed (Dragon Dictate knows the word arsed!) Finding a URL for you.
I can’t (and won’t) discuss our site’s scores but we had been so pleased with this tool that our senior management has extended its use to other sites within our group. Our testing team and our scrum teams all collect anonymous NPS scores and our hope to shortly get our developers doing the same. If to adjust the wording of the question slightly, of course, but there’s not difficult. The important thing, in my humble opinion, is that the teams use the numbers to figure out how to improve things rather then the managers use it as a team for them to improve the numbers.
I’m very pleased with this approach. I mention INPS in Rolling rocks downhill but this is the 1st time I’ve used it for real. It’s one of the few “speculative” ideas in the book and I’m delighted that it is proving genuinely useful.
– This blog post was dictated using DragonDictate 2.5!