NPS Blog

Net Promoter on a napkin

David Mitzenmacher drew a great summary of the Net Promoter system—on a napkin—and posted it to his blog.

As the co-author of a 267-page book on the subject, I should probably find this vaguely disturbing. Instead, I’m really impressed. Nice job, Dave!

Net Promoter on a napkin

6 Responses to Net Promoter on a napkin

  1. Rob,

    I’m glad you enjoyed my Net Promoter napkin!

    It was a very worthwhile exercise because it forced me to pare down the Net Promoter story to the most important elements. It helped me realize that, when explaining Net Promoter to new employees, I was spending too much of my metaphorical napkin explaining step #1 (how the score is calculated) and not enough of the napkin explaining steps #2 and 3.

    Of course, I left out all of the best practices and real-life lessons from loyalty leaders found in your book – so I don’t think my napkin is a threat to your place on the WSJ best sellers list just yet!

  2. This is great. Any idea that can’t be expressed on a napkin is perhaps too complex.

    As for line-of-sight. I saw a great slide from Carphone Warehouse where they had their net promoter statements across the top, and below they had their business processes that supported those questions. When a complaint arrives, they can trace that complaint to the NPS statement that is affected, like, “I trust the CPW brand.” From there, they could see what business processes support that trust and get to the root of the problem and its solution very quickly. Brilliant.

    Thanks for this!

  3. I cannot yet claim to be an expert on customer service but find the subject quite fascinating. I have a slight concern that the NPS can be distilled to a few drawings on a napkin, but then again the theory of relativity has been distilled to E=MC squared!

    I like the approach of the Carphone Warehouse as explained by Chis above. However, any system that relies on complaints to be effective seems a little negative to me. I guess I will have to read the books.

  4. Most eloquent ideas can be describe as this one, “Simply”.

  5. Hi Rob. I have just read “Answering the Ultimate Question: How Net Promoter Can Transform Your Business” from the library. I was impressed with the Net Promoter Operating System and want to buy a NPS book that would be definitive for my personal library. As your book is not available in my library I would value your thoughts on how your new book advances this model? I’d like to buy one or the other so am keen to understand your views. I’d like the most up-to-date thinking but don’t want to miss out on the value of the book I have read. Thanks, Jim

  6. Dave Mitzenmacher is my hero. I’ve been using the NPS napkin in my speaking engagements ever since Dave introduced it to me at the NPS conference in San Francisco.