Developing Your Personal Net Promoter Score
I recommend that leaders apply the mindsets and methods of building a Sustainable and Prosperous organization on themselves to gain deeper understanding. One of the elements of our Sustainable Model at MIPRO is the Customer. Having a measure of your Customers’ perceived value of your product or service is important. The Net Promoter Score is a common measurement approach for tracking and improving the Customer Experience.
I often use a Net Promoter Score (NPS) exercise with people I am coaching and developing. It creates a Personal NPS and action plan to improve how others view their contributions. This is how it works:
Basically, everyone you work with is either a Promoter, Neutral, or Detractor of your work and contributions. If you ask people to respond to the following question on a 0 to 10 scale with 10 being the most positive response to the question, “How likely are you to advocate for my career and promote my contributions to your subordinates, peers and superiors?” you would have your own Personal NPS score. Those responding with a 9 or 10 are Promotors, 7 or 8 are Passives, and 6 and below are Detractors. To calculate your Personal NPS, you simply subtract the percentage of Detractors from the percentage of Promoters. So, if 50% of respondents were Promoters and 10% were Detractors, your Net Promoter is 40.Higher is better and negative is cause for concern.
The goal of this exercise is to leverage a Voice of Customer metric to get people practicing how you can improve something that on the surface seems hard to measure, Customer Experience. The best way to improve your Personal NPS is to move the Detractors to at least Neutral and raise the Neutrals to Promotors. As United Airlines learned, all Detractors are not equal when a Detractor posted a viral video about how United Airlines broke his guitar.
Now you can’t obviously ask this question to everyone nor will everyone give you their honest answer. However, this is a good question to ask people to create some transparency to how others perceive your contributions. Asking the follow-up question, “What would I need to do to move your number higher?”, can create some actionable feedback.
This exercise also helps you think through how the key influencers in your organization might perceive you if asked this question. While perceptions are hard to change, you at least have taken something that was abstract, “How am I perceived?”, and have captured some data to develop hypothesizes and run experiments to improve your Personal NPS.
I would be interested in your thoughts on developing a Personal NPS system.