Academy

Join the Intrafocus Academy

If you like our free strategy resources then join the Intrafocus Academy for additional material

Strategy Workshop

A three-session workshop based on the Intrafocus Strategic Planning Process (SPP)

Balanced Scorecard Certification

A five-day master class and certificate as a Balanced Scorecard Professional

Strategic Plan Audit/Review

Let us take a look at your strategic plan to check it contains all the elements needed in a good plan

Resources

Free Strategy Resources

A library of resources for anyone interested in strategic planning and KPI management

Strategic Planning Process (SPP)

Our next generation Strategic Planning Process based on the Balanced Scorecard Methodology

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Software

Spider Impact KPI Software

Intrafocus is the only EMEA authorised reseller of Spider Impact® from Spider Strategies®.

Spider Impact Video & User Guides

From getting started all the way through to integrating into back-end systems.

My5 KPIs - The Mobile App

Keep your key performance indicators to hand with the My5 KPIs mobile application

Strategic Plan Generator

Use this application to guide you through creating your strategic plan – lots of examples to look at.

Contact and Help Desk

If you have any questions or need some help or guidance, you can contact us at any time.

KPI Library – Net Promoter Score

Net Promoter Score

Description:

Based on the premise that the customer experience of your goods/services will place them into one of the following groups (Promoter, Passive, Detractor). The Net promotor score is based on a single question in order to measure overall customer satisfaction “How likely are you to recommend the product/service to a friend or college”? It follows that organisations identified with better rates of Promoters Vs Detractors are likely to grow more rapidly than those of their competitors with poorer relative performance. This measure identifies satisfaction “from the customer’s eyes” and with appropriate sample size, data collection and analysis over time provides information on customer satisfaction trends.

Calculation:

Based upon a scale of 1 – 10 (1 bad > 10 good)

  • Promoter – score 9 – 10
  • Passive – score 7 – 8
  • Detractor – score 1 – 6

Example:

100 customers asked the question. 12 score between 1-6, 20 score between 7-8, 68 score between 9-10.  Therefore 12/100 * 100 = 12%, 68/100 * 100 = 68%.  68%-12% = 56%.  NPS = 56%