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Unread 16-05-2015, 16:14
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Re: [FRC Blog] Two Championship Survey Results and Path Forward

Something used in business is the Net Promoter Score (NPS) based on the simple question to customers of whether they would recommend a product to others on a scale of 1-10 (actually 0-10, but we'll set the bottom at 1 as FIRST did). For the NPS, responses of 1-6 are "detractors," 7-8 are "passives," and 9-10 are "promoters." The NPS is calculated by the percentage of promoters minus the percentage of detractors.

This model doesn't perfectly apply to this survey question, since it is not a purely recommendation question, but we can view it as basically asking if you would recommend the championship split to FIRST. Despite the imperfect application, this model does remind us that people who vote 6-8 aren't as satisfied as we think.

Anyway, for this question the championship split has an NPS of -55, which is not pretty. An average company gets an NPS between of between 5 and 10. Here is a benchmark for NPS.

Here's more info about NPS. it's not a perfect application, but it's an interesting perspective.
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