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NET PROMOTER SYSTEM FOR
AGILE ENVIRONMENTS
29/01/2015 OOP Conference - Munich, Germany
Bernd Schiffer
cinema!
I want to open a
book
The
about
NPS(Net Promoter System)
1.) On a zero-to-ten
scale, how likely is it
that you’d
recommend my
cinema to a friend or
colleague of yours?
2.) Why is ...
“On a zero-to-ten scale, how likely is it that you would
recommend us (or this product/service/brand) to a friend
or colle...
0-6 7-8 9-10
Detractors

(aka dissatisfied
customers)
Passives

(aka satisfied
customers)
Promoters
(aka delighted
customers...
Categorize!
Goal Goal
http://www.flickr.com/photos/braveheartsportsnetwork/5815110255/
LoyalCustomers
… because loyal customers come back more
often, buy additional products and services,
refer their friends, provide valuabl...
Recommendationsgenerate most value
Bad
Profits
Roaming
Fees
Gym
Subscrip-
tion
Dark
Patterns
1) Count promoters, passives, and detractors.
2) Subtract detractors from promoters.
3) Divide the result by the number of...
Real World
… and 1000s more
http://agilemanifesto.org/
NPSfor
Products
http://lean.st/ & http://www.scrumalliance.org/
2-4 WEEK
SPRINT
POTENTIALLY SHIPABLE
PRODUCT INCREMENT
SPR...
1. …before building the feature.
2. …directly after the feature is used (bottom-up).
3. …periodically while features are u...
What I send
to my
clients
Meetings
eNPS
for the organisation
(e = employee)
Personal NPS: 360º Feedback
eNPSjust for me(e = employee)
Actions with NPS in Agile Environments
Get feedback from
attendees about large
meetings/workshops.
Do a retrospective with...
Mythor
Truth
?
A product has an NPS of
80. Therefore it’s certainly
market leader!
Mythor
Truth
?
A product has an NPS of
80. Therefore it’s certainly
market leader!
Myth!
Your NPS is 60.
So what?
Two independent trainer having an
NPS of 20 and 60. The one with the
60 is the better trainer!
Mythor
Truth
?
Two independent trainer having an
NPS of 20 and 60. The one with the
60 is the better trainer!
Myth!
Can’t compare NPS without
common ground.
Asked the ultimate question, people in
different regions and countries will
answer differently!
Mythor ?Truth
Asked the ultimate question, people in
different regions and countries will
answer differently!
Truth!
Andere Länder,
andere Sitten!German Saying
That’s a good idea: give an employee a
huge bonus if she brings the product’s
NPS up to x!
Mythor
Truth
?
That’s a good idea: give an employee a
huge bonus if she brings the product’s
NPS up to x!
Myth!
NPS core
ystem
Beware!
Having a
single metric
causes
cheating!
http://aldostrada.files.wordpress.com/2009/12/mr-burns-wallpaper2.gif
http://www.explainxkcd.com/wiki/index.php?title=937:_TornadoGuard - http://www.xkcd.com/937
Aim for a win,

not a certain score!
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 ...
NET PROMOTER
SYSTEM FOR AGILE
ENVIRONMENTS
Bernd Schiffer
29/01/2015

OOP Conference

Munich, Germany
‣@berndschiffer
‣@bo...
Net Promoter System for Agile Environments @ OOP 2015 in Munich, Germany
Net Promoter System for Agile Environments @ OOP 2015 in Munich, Germany
Net Promoter System for Agile Environments @ OOP 2015 in Munich, Germany
Net Promoter System for Agile Environments @ OOP 2015 in Munich, Germany
Net Promoter System for Agile Environments @ OOP 2015 in Munich, Germany
Net Promoter System for Agile Environments @ OOP 2015 in Munich, Germany
Net Promoter System for Agile Environments @ OOP 2015 in Munich, Germany
Net Promoter System for Agile Environments @ OOP 2015 in Munich, Germany
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Net Promoter System for Agile Environments @ OOP 2015 in Munich, Germany

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Net Promoter System for Agile Environments @ OOP 2015 in Munich, Germany

  1. 1. NET PROMOTER SYSTEM FOR AGILE ENVIRONMENTS 29/01/2015 OOP Conference - Munich, Germany Bernd Schiffer
  2. 2. cinema! I want to open a
  3. 3. book The about NPS(Net Promoter System)
  4. 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? 2.) Why is that? 0 105 very unlikely very likely
  5. 5. “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?” Fred Reichheld
  6. 6. 0-6 7-8 9-10 Detractors
 (aka dissatisfied customers) Passives
 (aka satisfied customers) Promoters (aka delighted customers) 0 105 very unlikely very likely
  7. 7. Categorize! Goal Goal
  8. 8. http://www.flickr.com/photos/braveheartsportsnetwork/5815110255/ LoyalCustomers
  9. 9. … 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. Fred Reichheld
  10. 10. Recommendationsgenerate most value
  11. 11. Bad Profits Roaming Fees Gym Subscrip- tion Dark Patterns
  12. 12. 1) Count promoters, passives, and detractors. 2) Subtract detractors from promoters. 3) Divide the result by the number of all votes. 4) Multiply the result with 100. 5) You got a number between -100 and +100.
 That’s the NPScore! NPScore
  13. 13. Real World … and 1000s more
  14. 14. http://agilemanifesto.org/
  15. 15. NPSfor Products http://lean.st/ & http://www.scrumalliance.org/ 2-4 WEEK SPRINT POTENTIALLY SHIPABLE PRODUCT INCREMENT SPRINT BACKLOGPRODUCT BACKLOG SPRINT PLANNING DAILY SCRUM MEETING (EVERY 24 HOURS)
  16. 16. 1. …before building the feature. 2. …directly after the feature is used (bottom-up). 3. …periodically while features are used (top-down). Get feedback… NPSwith Products Actions for
  17. 17. What I send to my clients
  18. 18. Meetings
  19. 19. eNPS for the organisation (e = employee)
  20. 20. Personal NPS: 360º Feedback eNPSjust for me(e = employee)
  21. 21. Actions with NPS in Agile Environments Get feedback from attendees about large meetings/workshops. Do a retrospective with customer feedback as data. Do a backlog refinement session with customer feedback. Get feedback from practitioners about learning sources (book club!). Let every employee contact promoters and detractors. Identify weak and strong features and products. Visualise company-wide your customer feedback and teach everyone how to read it (open books!). Get feedback from colleagues about you as an employee (eNPS). Use feedback from colleagues to grow, e.g., via personal coaching. More
  22. 22. Mythor Truth ?
  23. 23. A product has an NPS of 80. Therefore it’s certainly market leader! Mythor Truth ?
  24. 24. A product has an NPS of 80. Therefore it’s certainly market leader! Myth!
  25. 25. Your NPS is 60. So what?
  26. 26. Two independent trainer having an NPS of 20 and 60. The one with the 60 is the better trainer! Mythor Truth ?
  27. 27. Two independent trainer having an NPS of 20 and 60. The one with the 60 is the better trainer! Myth!
  28. 28. Can’t compare NPS without common ground.
  29. 29. Asked the ultimate question, people in different regions and countries will answer differently! Mythor ?Truth
  30. 30. Asked the ultimate question, people in different regions and countries will answer differently! Truth!
  31. 31. Andere Länder, andere Sitten!German Saying
  32. 32. That’s a good idea: give an employee a huge bonus if she brings the product’s NPS up to x! Mythor Truth ?
  33. 33. That’s a good idea: give an employee a huge bonus if she brings the product’s NPS up to x! Myth!
  34. 34. NPS core ystem
  35. 35. Beware! Having a single metric causes cheating! http://aldostrada.files.wordpress.com/2009/12/mr-burns-wallpaper2.gif
  36. 36. http://www.explainxkcd.com/wiki/index.php?title=937:_TornadoGuard - http://www.xkcd.com/937
  37. 37. Aim for a win,
 not a certain score!
  38. 38. 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?
  39. 39. NET PROMOTER SYSTEM FOR AGILE ENVIRONMENTS Bernd Schiffer 29/01/2015
 OOP Conference
 Munich, Germany ‣@berndschiffer ‣@bold_mover ‣coaching@berndschiffer.com ‣http://slideshare.net/berndschiffer ‣http://berndschiffer.com ‣http://boldmover.com ‣http://agiletrail.com Thank you!

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