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Customer Satisfaction

In December I requested everyone who was interested (through my newsletter) to respond to a short survey on customer satisfaction. The results, calculated according to the "Net Promoter Score" (NPS) gave a very impressive NPS of 79.

NPS

For those who do not know NPS, the idea is to ask whether people would be willing to recommend a service or provider to their friends. Those who respond with a 9 or 10 are added up, all those who answered with less than 6 are subtracted from the total and the final result is then calculated on a scale from -100 to +100. A positive number is considered good, a number greater than 20 is seen as very good. As you can see in the attached image, the average or organizations who requested a NPS calculation through the same method averaged 26.

Among the feedback provided at the same time, below are some of the comments which were made to explain the score. I have removed names and references as I have not particularly requested permission to quote anyone.

Thank you to all those who have shown such support, it really encourages me.

"Q:PIT Ltd brings a consistent and healthy approach towards continuous improvement and supports its clients on implementing it step by step. The implementation process starts from client's clear vision, a realistic business strategy and a people oriented culture. We have experienced the implementation of our continuous improvement program as a company transformation, starting from 2010 and having Mr. Peter Leeson as a consultant and lead appraiser. Having Mr. Peter Leeson as a trustful partner during all these years, we managed to understand the concept of quality, to learn the added value of the CMMI model and how to adapt and customize its practices so that they will respond to our business needs and increase our competitiveness in the market."

"I feel Peter is a leading expert in process improvement and would be a good choice if a friend or colleague was looking for this type of help. He's also a great conference speaker and well-received."

"On the Introduction to CMMI-DEV version 1.3 course Peter was both knowledgeable and engaging, able to explain concepts by drawing on a wide range of industry experience."

"I had the chance to witness how Peter works both as a CMMI lead appraiser, consultant and instructor; because of that I would recommend him to my friends and colleagues without hesitation; I have been part of an appraisal team, and I have seen how big a difference he can make, how easily he can explain well and point how CMMi is all about the "necessary and sufficient ".

"Pragmatism, customer focus and continued emphasis on expelling CMMI in plain business english!"

"Peter is an outstanding consultant with an in-depth knowledge of what it takes to make organisations successful. He has a superb grasp of how models can help but implements and advises that it is the people that matter and only when they are trusted to do good quality work, will the organisation reap any rewards from their improvement effort. Whatever the business issues are, they are the ones that need t be addressed."

"Very impressed by your pragmatic & entertaining approach to business improvement"

"We met during the European CMMI conference last year. We had a quick discussion regarding our company and Peter was very helpful. I also attended his presentation and it was impressive."

"I do not make much of a difference between Peter and his company, therefore when I make a recommendation, I recommend Peter; due to his principles, knowledge, charisma, training and coaching skills. Peter has inspired me and my colleagues along the years."

"Peter have had a great impact on the Process Improvement program of our company, making people understand WHY and not only HOW, on all levels, from management to engineers. I think with his experience, he can support any company to move forward in quality and maturity. - I also appreciate a lot the presentation and teaching skills of Peter, his ability to adapt to his audience, keep them engaged even on difficult topics. - Very professional: always in time, all activities are clearly and transparently planned - and they run smoothly every time - Peter gives real meaning to professional ethics, information confidentiality, protection of information source and people interest."

"Great interaction with you at the conference, lots of things we took in consideration based on your feedback. The two sessions with you in our company were really well structured, issues really well detected, communication was easy and straight forward."

"Beside his very wide experience in process improvement and around the CMMI model, Peter also has a unique and comprehensive view on the human side about these challenges"

"I'm located in Germany, so my friends and colleagues are very often searching support from local consultancies. This is why I cannot directly give a 10. If Peter was located in Germany, I would have directly given a score of 10. Blogs like http://www.qpit.net/blog/we-don-t-need-cmmi.html are just so honest, authentic, useful, thoughtful that you can directly point any friend, colleague and business partner to it. Also, I know and appreciate Peter from direct work and contacts. He is outstanding in the community of appraisers and consultants not only in respect to clearly speak out what he thinks is in the best interest of the organization, but also in the way he phrases it. An exceptional personality that the CMMI community can be proud of."

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