What is a Net Promoter Score (NPS)?

The video tutorial explains the concept of the Net Promoter Score (NPS), a metric used to measure stakeholder responses, and its application in project management. It discusses the origins of NPS, its adaptation for measuring stakeholder satisfaction, and provides a three-step process for calculating stakeholder satisfaction and the Net Promoter Score. The tutorial emphasizes the importance of adapting NPS to fit specific project needs and critically evaluating its use.

Who developed the Net Promoter Score and in which year?

• Michael Porter in 2000

• Clayton Christensen in 2005

• Peter Drucker in 1995

• Fred Reichelt in 2003

How is the Net Promoter Score suggested to be used in project management?

• To calculate project costs

• For scheduling project timelines

• As a tool to measure stakeholder satisfaction

• To assess team performance

What is the first step in measuring stakeholder satisfaction using the NPS approach?

• Labeling stakeholders as promoters or detractors

• Asking stakeholders to rate their satisfaction on a scale of 0 to 10

• Identifying project risks

• Calculating the average satisfaction score

In the NPS system, what score range represents 'detractors'?

• 5 to 7

• 9 to 10

• 0 to 6

• 7 to 8

What is the final step in calculating the Net Promoter Score?

• Adding the percentage of promoters and detractors

• Subtracting the percentage of detractors from promoters and multiplying by 100

• Calculating the average score of all respondents

• Dividing the number of promoters by the total respondents

What does a Net Promoter Score of +100 indicate?

• The majority are passive

• All respondents are promoters

• There is an equal number of promoters and detractors

• All respondents are detractors

Why should project managers critically evaluate the use of NPS?

• It requires specialized software

• To ensure it aligns with project goals and needs

• Because it is a complex mathematical tool

• It is only applicable to large projects