Portfolio Support Team: February Lessons Learned

In January, we learned from our teams that they will benefit from offerings that help them integrate OGP values into their work. In response to this feedback, we've identified the Net Promoter Score as our first "OGP Toolbox" offering to help deepen relationships and boost civic participation.

In January, we learned from our teams that they'll benefit from offerings that help them integrate OGP values into their work. In response to this feedback, we've identified the Net Promoter Score as our first "OGP Toolbox" offering to help boost the OGP civic participation value.

The Innovation Office's Daniel Honker prepared a Net Promoter Score (NPS) training for our commitment teams, along with instructions on how to set up an NPS survey.

What is a Net Promoter Score? 

As Daniel explains, you have probably been asked when using an online service, “How likely would you be to recommend this service to a friend on a scale of zero to 10?” This is the common structure of a “net promoter score” question. It’s different from “How satisfied are you?” Studies show that when a survey asks about our own opinion, we tend to reply positively. However, a question that asks us to put our credibility on the line guards against this bias. Folks who score a 9 or 10 are promoters. Folks who give a 7 or 8, though it’s a high score, are actually passive; these folks are neutral. Folks from zero to 6 are detractors. The NPS number is a good start, but you need additional information to understand why a person scored a particular way. For the additional information, couple the scoring question with an open-ended feedback question – why did you give us that score, or what could we be doing better? NPS surveys done over time can show how your work improves over time. Anytime is a good time for an NPS survey!