4.0 Six Sigma

Voice of the Customer - Net Promoter Score (S020-2)


Description
This course provides an introduction to Techniques to quantify voice of the customer (VOC) using Net Promoter Score (NPS). Course topics include;

- What is the "Ultimate Question"
- Promoters, Passives, and Detractors
- Calculating Net Promoter Score
- Quantifying and acting on the results

Estimated effort: 45 minutes

BEFORE YOU START THE COURSE: Download the files listed on this page (see below). They can also be downloaded at any time during the training from he files TAB located top right of the training screen. You may wish to print the "Presentation Workbook" which is in a 3-slide per page format with sections for taking notes. You may be prompted at various times during the presentation to pause the recording and complete a brief assignment or answer questions. There is also a resource page that contains links to other sites and tools that will be referenced during your training.

COURSE ELEMENTS: Your course includes a main presentation (video), supplemental articles and, if applicable, links to supplemental recommended resources. Note: Your course test is only based on the content provided in the main presentation (video).
Content
  • RPM-S020-2-Net Promoter Score.wmv
  • The Net Promoter System on a Napkin - Satmetrix (2012)
  • 3 Net Promoter Score Mistakes Every Company Makes-Michel Faclon
  • Quick Quiz-S020-2
Completion rules
  • All units must be completed