Launch of Quality Improvement Program using Net Promoter Score Methodology

By Andy Steggles posted Apr 25, 2013 06:56 PM

Over the last month or so, I've been diving head-first into the world of NPS® - Net Promoter Score.  It's been a really interesting learning experience and the more I discover, the more passionate I'm becoming about how this can be a huge game changer for Higher Logic and will be a key component of elevating us to a whole new level.

As Higher Logic continues to evolve, we want to ensure we incorporate the voice of our clients into the strategic direction of our company.  In early May, we will be launching our Net Promoter Score (NPS®) program. If you're not familiar with the Net Promoter Score, or NPS®, it is based on the fundamental perspective that by asking one simple question: "How likely is it that you would recommend [your company] to a friend or colleague?" you can get a clear measure of your company's performance through your clients' (or members') eyes. My goal is to make this program as transparent as possible. I intend to report back to the HUG via the online community as well as at the Super Forum on how we're doing.  I will highlight trends in feedback (both positive and negative) and provide a roadmap of how we are planning to address. 

The program will focus on two core areas: 

  1. The first will be sent to clients who have just completed their implementation and integration and are about to launch. We want to focus on how your implementation and integration project managers performed. What did we do right and what could we have done better?

  2. The second are for those clients who have been live for a year or more. We want to know how we are performing in general and whether you're happy with your level of engagement within your community.

Organizational Commitment

For those of you who have implemented a NPS program, success really depends on the organizational commitment to the program.  This isn't just about the support or implementation team, this is about the entire company and is an organization-wide initiative. Since the main (second) survey will go out automatically on each anniversary of your "going live" date, it means the NPS score will be updated on an almost daily basis. 

The entire company has a goal of improving the score (no matter how good it is). Initially we'll be sending the survey out in waves over the coming months. Please watch your email for it; we look forward to hearing your comments. This 3 minute survey will be sent to all team members as well as the executive sponsor as it's important that we know how your entire team views the value of what our software provides, vs. just the primary contact.    

If anyone is interested in setting up such a program for your own membership, contact me offline and I'll be happy to connect you with Angelika, who is the person on our end who is responsible for setting up the program.