1. © Bay Area Consulting Group LLC IT Performance: ottenere risultati con i dati e non con l'intuizione Harry Chapman Principal Bay Area Consulting Group LLC Hchapman@baconsulting.net (415) 971-5746 The Ultimate Measure – Adapting the Net Promoter Score for IT 18

2. Page 1 © Bay Area Consulting Group LLC The Ultimate Measure Detractor Promoter Passive On a scale of 0-10, how likely is it that you would recommend our company to a friend or colleague?

3. Page 2 © Bay Area Consulting Group LLC On a scale of 0-10, how likely is it that you would recommend our company to a friend or colleague? The Ultimate Measure

4. Page 3 © Bay Area Consulting Group LLC Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth. Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings. Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. Subtracting the proportion of detractors from the proportion of promoters and converting it to a percent gets you the Net Promoter Score. For example, 100 promoters and 30 passive and 80 detractors gets you a Net Promoter Score (NPS) of 20%. This mean there are 20% more promoter than detractors. A NPS of -10% means you have 10% more detractors than promoters.

5. Page 4 © Bay Area Consulting Group LLC NPS Leaders – 2011

6. Page 5 © Bay Area Consulting Group LLC NPS by Industry

7. Page 6 © Bay Area Consulting Group LLC Why Use the NPS? Simple Easy to Complete Customer-centric Repeatable Over Time

8. Page 7 © Bay Area Consulting Group LLC Adapted for IT 1. What is your overall level of satisfaction with the systems, equipment and support provided by the IT department? 2.(Optionally,) Please share your thoughts on ITs past performance and on opportunities to provide you with better service to you. 3.(Optionally,) Please provide your name if you would like to do so.

9. Page 8 © Bay Area Consulting Group LLC Cost/User 1. Provide your total "IT spending" for your last fiscal year. 2. Provide the number of Desktops supported by IT Last Fiscal Year IT Spending Number of Desktops IT Spending by Desktop

10. Page 9 © Bay Area Consulting Group LLC