Corporate Net Promoter Score Training Course

1. Definition and components of Net Promoter Score (NPS)

1. Understanding the concept of NPS as a customer loyalty metric
2. Explaining the NPS question: "How likely are you to recommend?"

2. Categorizing respondents as promoters, passives, and detractors

1. Identifying the characteristics and behaviors of promoters
2. Understanding the importance of passives and detractors in NPS analysis

1. Calculation of NPS using the percentage of promoters and detractors

1. Determining the total number of survey respondents
2. Calculating the percentage of promoters, passives, and detractors

2. Subtracting detractor percentage from promoter percentage to derive NPS score

1. Understanding the NPS scale and its interpretation
2. Analyzing the implications of different NPS score ranges

1. Benchmarking NPS scores across industries and competitors

1. Comparing NPS scores within the same industry
2. Identifying leaders and laggards in NPS performance

2. Analyzing NPS score ranges and their significance

1. Understanding the meaning of high, average, and low NPS scores
2. Exploring the correlation between NPS and business growth

3. Identifying factors that contribute to a good NPS score

1. Examining the key drivers of customer loyalty and Advocacy
2. Implementing strategies to improve NPS and customer satisfaction

1. Critiques and controversies surrounding NPS as a measurement tool

1. Discussing alternative customer loyalty metrics and their pros and cons
2. Examining the limitations and biases associated with NPS data

2. Assessing the validity and reliability of NPS data

1. Understanding the statistical rigor behind NPS calculations
2. Exploring methods to ensure data accuracy and reliability

3. Understanding the limitations and potential biases of NPS

1. Identifying potential sources of Bias in NPS Surveys
2. Mitigating biases to obtain more accurate NPS insights

1. Designing effective NPS surveys and questionnaires

1. Crafting clear and concise NPS questions
2. Selecting appropriate rating scales and response formats

2. Selecting appropriate survey channels and timing

1. Identifying the most suitable channels to reach target respondents
2. Determining the optimal timing for sending NPS surveys

3. Strategies for maximizing response rates and data quality

1. Implementing best practices to encourage survey participation
2. Ensuring data integrity and minimizing response biases

1. Analyzing and interpreting NPS feedback and comments

1. Conducting sentiment analysis of customer comments
2. Identifying key themes and patterns in NPS feedback

2. Utilizing NPS insights for actionable improvements

1. Leveraging NPS Data to drive strategic decision-making
2. Developing targeted initiatives to address customer feedback

3. Implementing follow-up measures to address customer feedback and enhance loyalty

1. Designing and implementing customer-centric action plans
2. Tracking progress and evaluating the effectiveness of improvement efforts