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Net Promoter System for Agile Environments @ OOP 2015 in Munich, Germany
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
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Net Promoter System for Agile Environments @ OOP 2015 in Munich, Germany
- 1. NET PROMOTER SYSTEMFOR AGILE ENVIRONMENTS 29/01/2015 OOP Conference - Munich, Germany Bernd Schiffer
- 2. cinema! I want toopen a
- 3.
- 4. 1.) On azero-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-tenscale, 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 (akadissatisfied customers) Passives (aka satisfied customers) Promoters (aka delighted customers) 0 105 very unlikely very likely
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- 8.
- 9. … because loyalcustomers 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
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- 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 … and1000s more
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- 16. NPSfor Products http://lean.st/ & http://www.scrumalliance.org/ 2-4WEEK SPRINT POTENTIALLY SHIPABLE PRODUCT INCREMENT SPRINT BACKLOGPRODUCT BACKLOG SPRINT PLANNING DAILY SCRUM MEETING (EVERY 24 HOURS)
- 17. 1. …before buildingthe 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 tomy clients
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- 27. eNPS for the organisation (e= employee)
- 28. Personal NPS: 360ºFeedback eNPSjust for me(e = employee)
- 29. Actions with NPSin 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.
- 31. A product hasan NPS of 80. Therefore it’s certainly market leader! Mythor Truth ?
- 32. A product hasan NPS of 80. Therefore it’s certainly market leader! Myth!
- 33. Your NPS is60. So what?
- 34. Two independent trainerhaving an NPS of 20 and 60. The one with the 60 is the better trainer! Mythor Truth ?
- 35. Two independent trainerhaving an NPS of 20 and 60. The one with the 60 is the better trainer! Myth!
- 36. Can’t compare NPSwithout common ground.
- 37. Asked the ultimatequestion, people in different regions and countries will answer differently! Mythor ?Truth
- 38. Asked the ultimatequestion, people in different regions and countries will answer differently! Truth!
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- 40. That’s a goodidea: give an employee a huge bonus if she brings the product’s NPS up to x! Mythor Truth ?
- 41. That’s a goodidea: give an employee a huge bonus if she brings the product’s NPS up to x! Myth!
- 42.
- 43.
- 44.
- 45. Aim for awin, not a certain score!
- 46. 1.) On azero-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 FORAGILE ENVIRONMENTS Bernd Schiffer 29/01/2015 OOP Conference Munich, Germany ‣@berndschiffer ‣@bold_mover ‣[email protected] ‣http://slideshare.net/berndschiffer ‣http://berndschiffer.com ‣http://boldmover.com ‣http://agiletrail.com Thank you!