As a Swiss-American Scrum Trainer, my customer’s success with Scrum is important to me!
How satisfied are the participants in my trainings? I watch this closely, and try to improve after every course.
I use Net Promoter Scores after each course to gauge satisfaction after each course. I just looked at the results for the 18 months that I have been a Certified Scrum Trainer.
Just as refresher, NPS divides customers into delighted customers (“Promoters”), merely satisfied (“passives”) and those who have something to complain about (“Detractors”). NPS, or Net Promoter Score, is the percentage of Promoters less the percentage of Detractors. How do my results look?
|October 12 to March 13||154||34%|
|April 13 to September 13||158||39%|
|October 13 to March 14||179||56%|
Since NPS can vary between -100% and +100%, anything over 0% is good, and anything over +20% is very good. Numbers above 80% are reserved for companies like Apple at their finest.
The numbers show a nice trend. I’m not exactly Apple-cool yet, but moving in the right direction. 🙂
Starting a few months ago, I have been asking participants how they would recommend the course to future participants. Here is are some of the more quotable statements from my most recent courses (March, 2014 in Lisbon):