This is an excerpt from the book "Five Minute Lean", by David McLachlan - a wonderful book that blends teaching of the tools, culture and philosophy of traditional Lean with a modern-day Lean parable. You can get the whole book on Amazon here and enjoy your own copy.
Collect and Measure Feedback With the Net Promoter Score
The Net Promoter Score (NPS) was outlined in a book called “The Ultimate Question 2.0” and is a great way to determine customer feedback and what they truly value.
It is a simple question we can ask when we want to gather direct feedback, typically after the product or service has been delivered.
1. On a scale of one to 10 how likely would you be to recommend us to a friend?
Let’s say a customer says a “six”. The next question works both because of its simplicity and its results:
2. What would it take to make it a 10?
When a customer answers this question for us, it prompts them to give more detail on what would bring them enough value to compel them to recommend our services. This question can be used in a survey, or as a follow up call to the customer to ensure we try and fix the problem straight away.
Using the NPS in this way is a great start in finding out what delights and what dissatisfies our customer, which brings us to Kano Analysis in our next section.
This is an excerpt from the book "Five Minute Lean", by David McLachlan - a wonderful book that blends teaching of the tools, culture and philosophy of traditional Lean with a modern-day Lean parable. You can get the whole book on Amazon here and enjoy your own copy.
Selected chapters from the story within Five minute Lean:
- Lean Parable – Where Lisa Makes a Change
- Lean Parable – Where Lisa Discovers a New Way
- Lean Parable – Where Lisa Performs a Balancing Act
- Lean Parable – Where Lisa Pulls the Trigger
- Lean Parable – Where Lisa Sets a New Standard
- Lean Parable – Where Lisa Becomes a Leader
Check out these selected chapters from the teachings within Five Minute Lean:
- Five Minute Lean – Get Your Map Started with a SIPOC
- Five Minute Lean – The Power of Incentives – What is Measured and Rewarded Improves
- Five Minute Lean – Use Kaizen and Kaizen Events to Help Stakeholder Buy-In
- Five Minute Lean – Create a Pull System with FIFO, Kanban Triggers and Visual Management
- Five Minute Lean – Build in Quality with Error-Proofing and Autonomation
- Five Minute Lean – Go to the Gemba
- Five Minute Lean – Introduction
- Five Minute Lean – Gather Direct Feedback and Indirect Feedback
- Five Minute Lean – Map the Value Stream to Reveal Opportunities
- Five Minute Lean – Value is Determined by the Customer
- Five Minute Lean – Use Feedback to Fix and Guarantee
- Five Minute Lean – Eliminate the Eight Wastes to Improve Flow
- Five Minute Lean – Present and Manage Your Change Using an A3 and LCA
- Five Minute Lean Summary
- Five Minute Lean – Solve the Real Cause of the Problem
- Five Minute Lean – Add Important Data to Your Map
- The Five Minute Catch-up
- Five Minute Lean – Heijunka: Level the Workload when Demand Fluctuates
- Five Minute Lean – Help Your Process Flow with Line Balancing
- Five Minute Lean – Create a New Standard Procedure and Checklist for Quality Control