Presenter: Frank Loforte Jr, Principal Specialist Technical Training, Beckman Coulter Inc.

Title:The Net Promoter Score (NPS) Question Type

Synopsis:

Beckman Coulter develops, manufactures and markets products that simplify, automate and innovate complex biomedical testing. We also train and certify our technicians and customers in the use of these products.

Many companies use Net Promoter Score (NPS) questions to measure customer satisfaction with their products. We created an NPS question type in Questionmark Perception for use in Level One assessments that help us measure our students' satisfaction with our training programs. During the past year, we have learned from experience how to present these questions effectively and to glean data from them -- so much so that we now also include them in an assessment for our students' supervisors. All these assessments help us improve our training programs by informing us of students’ and supervisors’ concerns.

An NPS question asks for a rating from 0 to 10, with ten being the best. The scoring of this question type is unique: scores of 9 and 10 indicate promoters, scores of 7 and 8 indicate passivity, and scores 6 and under indicate detractors. Calculating final scores require some fancy footwork! This session will explain how we created this question type, how we calculate scores, the data we have accumulated and what we have learned on this journey.

Learning Objectives:

• Create an NPS question type

• Structure an assessment to capture the data more reliably

• Understand how to interpret the results

  
  

Recommended Experience Level: Beginning/Intermediate