1. The document discusses using the Net Promoter System (NPS) for gathering customer feedback in agile environments. NPS involves asking customers on a 0-10 scale how likely they are to recommend a product/service and categorizing them as promoters, passives, or detractors. 2. Actions for using NPS in agile development include getting feedback before, during, and after building features to help identify weak/strong products and prioritize backlogs. Employee NPS can also provide feedback. 3. The presentation warns about potential myths in using NPS, such as that a single metric can cause focus on scores rather than customer experience. NPS also requires standardization and cannot directly compare across contexts

1. NET PROMOTER SYSTEM FOR
AGILE ENVIRONMENTS
29/01/2015 OOP Conference - Munich, Germany
Bernd Schiffer

2. cinema!
I want to open a

3. book
The
about
NPS(Net Promoter System)

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. “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. 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. Categorize!
Goal Goal

8. http://www.flickr.com/photos/braveheartsportsnetwork/5815110255/
LoyalCustomers

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. Recommendationsgenerate most value

12. Bad
Profits
Roaming
Fees
Gym
Subscrip-
tion
Dark
Patterns

13. 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

14. Real World
… and 1000s more

15. http://agilemanifesto.org/

16. 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)

17. 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

23. What I send
to my
clients

26. Meetings

27. eNPS
for the organisation
(e = employee)

28. Personal NPS: 360º Feedback
eNPSjust for me(e = employee)

29. 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

30. Mythor
Truth
?

31. A product has an NPS of
80. Therefore it’s certainly
market leader!
Mythor
Truth
?

32. A product has an NPS of
80. Therefore it’s certainly
market leader!
Myth!

33. Your NPS is 60.
So what?

34. Two independent trainer having an
NPS of 20 and 60. The one with the
60 is the better trainer!
Mythor
Truth
?

35. Two independent trainer having an
NPS of 20 and 60. The one with the
60 is the better trainer!
Myth!

36. Can’t compare NPS without
common ground.

37. Asked the ultimate question, people in
different regions and countries will
answer differently!
Mythor ?Truth

38. Asked the ultimate question, people in
different regions and countries will
answer differently!
Truth!

39. Andere Länder,
andere Sitten!German Saying

40. That’s a good idea: give an employee a
huge bonus if she brings the product’s
NPS up to x!
Mythor
Truth
?

41. That’s a good idea: give an employee a
huge bonus if she brings the product’s
NPS up to x!
Myth!

42. NPS core
ystem

43. Beware!
Having a
single metric
causes
cheating!
http://aldostrada.files.wordpress.com/2009/12/mr-burns-wallpaper2.gif

44. http://www.explainxkcd.com/wiki/index.php?title=937:_TornadoGuard - http://www.xkcd.com/937

45. Aim for a win,
not a certain score!

46. 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?

47. 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!