net promoter system for agile environments @ oop 2015 in munich, germany
TRANSCRIPT
NET PROMOTER SYSTEM FOR AGILE ENVIRONMENTS
29/01/2015 OOP Conference - Munich, Germany
Bernd Schiffer
cinema!I want to open a
bookThe
aboutNPS
(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 that?
0 105very unlikely very likely
“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?”
FredReichheld
0-6 7-8 9-10
Detractors(aka dissatisfied
customers)
Passives(aka satisfied customers)
Promoters (aka delighted customers)
0 105very unlikely very likely
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 valuable feedback, cost less to serve, and are less price sensitive.
FredReichheld
Recommendationsgenerate most value
BadProfits
RoamingFees Gym
Subscrip-tion
DarkPatterns
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
Real World
… and 1000s more
NPSforProducts
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)
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
What I sendto my
clients
Meetings
eNPSfor 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 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
MythorTruth?
A product has an NPS of 80. Therefore it’s certainly market leader!
MythorTruth?
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!
MythorTruth?
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!
MythorTruth?
That’s a good idea: give an employee a huge bonus if she brings the product’s NPS up to x!
Myth!
NPS coreystem
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 is that?You knew
that this was coming, right?
NET PROMOTER SYSTEM FOR AGILE ENVIRONMENTS
Bernd Schiffer
29/01/2015OOP Conference Munich, Germany
‣@berndschiffer‣@bold_mover‣ [email protected]
‣ http://slideshare.net/berndschiffer‣ http://berndschiffer.com‣ http://boldmover.com‣ http://agiletrail.com
Thank you
!