Certification Curriculum

The curriculum is comprised of 20+ hours of training. The live program delivers this content to you in a workshop format over two days; the online program provides the content in digestible modules designed for self-paced learning.

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


Module What you’ll learn

  1. Net Promoter 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
  1. Setting 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
  1. Driving Change Into the Organization
  • Successful approaches for gaining buy-in at all levels
  • Best practices for establishing management rhythms that drive cross-functional action and accountability
  1. 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

  1. Determining Drivers 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
  1. Closing the Loop
  • 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
 
  1. Creating a Successful Program  Roadmap
  • 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

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

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