Curriculum

The official Net Promoter® training and certification course curriculum

The curriculum, comprising 20+ hours of training, was developed by Fred Reichheld and Satmetrix, the creators of Net Promoter. The live program delivers this content to you in a workshop format over three days; the online program provides the content in digestible modules designed for self-paced learning.

The curricula for both programs are identical, featuring real-world case studies, insightful lectures, and though-provoking roundtable discussions. The online program is also supported by a question-and-answer forum with instructors, plus interactive online case studies and exercises.

After you’ve reviewed the curriculum below, view a list of upcoming live training sessions and registration details.

	Unit	What you’ll learn
Day 1	The Net Promoter management framework	How Net Promoter represents a disruptive approach for building customer loyalty The core tenets of Net Promoter How Net Promoter differs from traditional customer satisfaction initiatives The core elements of best practices How to communicate the benefits and value of a Net Promoter program
	Using customer economics and segmentation to prioritize loyalty investments	How loyalty relates to profitability for key segments Methods for identifying your most strategic potential investments How to apply a financial framework for calculating the impact of Promoters and Detractors
	Driving change throughout the organization	Successful approaches for gaining buy-in at all levels Best practices for establishing management rhythms that drive cross-functional action and accountability
	Mapping a successful Net Promoter journey	Practical skills for building a prioritized roadmap for your Net Promoter program The steps in an effective adoption plan Strategies, tactics, and timelines for overcoming common rollout challenges
Day 2	Generating trustworthy data	Best practices for setting up data collection, analysis, and reporting systems to support your program goals and roadmap The difference between transactional and relational metrics Recruitment and sampling strategies Techniques for ensuring high response rates Processes to monitor and avoid results gaming
Day 2	Determining the drivers of promotion and detraction to enable action	How to spot systematic issues and patterns in your customer experiences How to determine the root causes of detraction and promotion to improve NPS® with targeted segments The advantages and limitations of a variety of approaches for understanding experience drivers
Day 3	Systematically closing the loop at three key levels	How to meet the information needs of three key employee groups How to design closed-loop processes for those groups to drive action, learning, and behavioral changes How best-in-class companies ensure that action is taken on relevant feedback by all levels
	Setting realistic goals and improvement strategies	How high you should reach when setting improvement goals for your program How to set relevant goals for individual employees while accounting for competitive benchmarks, cultural differences, and historical performance How to apply strategies to differentiate the customer experience How to drive continual improvement and innovation
	Post-course certification exam	The exam, administered online in a timed, open-book format, is optional. Successful completion leads to the Net Promoter Certified Associate designation