Using NPS Scoring at Sprint Reviews with Customers

Let’s shift the conversation from velocity to value.

Velocity is pretty straightforward to measure, but it doesn't tell us how much value we are giving the customers.

Simon Cockayne will describe a connection between value and happiness.

Moreover, he'll share a simple and effective technique to measure and graph the happiness of your customers, as a result of the value you provide, through done stories. Benefits of this technique include: • Improved sprint reviews • Increased customer engagement • Boosted scrum team morale • Shift in management focus, away from velocity You can find out more about Simon Cockayne on LinkedIn and follow him on Twitter:
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  • Simon C.

    Thank you all so much for the lovely feedback. You have surely nurtured a lot of happiness in me. :-)

    I look forward to continuing to collaborate with you folks, on twitter, linkedin, or wherever else we can.

    Most kindly,


    1 · May 22, 2014

  • Lance D.

    I thought Simon's simple yet elegant explanation was something everyone could leave and implement the next day. Great job Simon!

    1 · May 22, 2014

  • Stephen S.

    Very practical advice yesterday. In fact, I had a Sprint Demo review today with a customer whose previous software development partner wasn't very trustworthy and transparent. This was our FIRST sprint review, and their behavior indicated they were had been "burned" by the previous company. I used aspects of yesterday's discussion .. asking for feedback and focusing on satisfaction. I asked "How satisfied are you with the functionality demonstrated?" & send me your honest opinion ... using the NPS scale. The dialog started and our meeting ended dramatically different. Everything improved... the atmosphere and trust level between the stakeholders and our dev team. Secondly, I focused on the "value" of a challenging project and realized one of the stories was rather worthless to the customer. Now I know why I had trepidations with it. This new perspective enabled me to suggest a change that will improve value, save money, and do so quicker in next sprint. Thank you Simon!

    4 · May 21, 2014

  • Naveen I.

    Wonderful session & meaningful stuff. Planing on using this in my scrum.

    May 21, 2014

  • Josh K.

    Thanks for exposing us to this valuable measurement unit. I will definitely include it in the future.

    May 21, 2014

  • Michael H.

    Great presentation Simon! Wish we could have had you there in person but the Webex version still made for one of our better meetings. The idea of the Net Promoter Score is one I hadn't seen presented in other Agile training materials. A very good metric to use.

    May 21, 2014

  • Maddie G.

    Interesting way to change the conversation. Thank you Simon for taking the time. Well done, the pictures were terrific!

    May 21, 2014

  • Ralph M.

    Excellent! Although it doesn't measure value directly, it's a good proxy for value when it can't be measured. I especially liked the Kiviat chart (radar diagram), which shows the picture more intuitively than the table. I'll be using NPS in this way going forward.

    May 21, 2014

  • A former member
    A former member

    Very good session. I am planning trying this in the future

    May 21, 2014

  • John G.

    I see it used on the customer-company relationship while researching it (Apple came up) while at the meeting. I have a reservation on using it for a development team. I was not sure how this fit for our discussion. Maybe as a feel good situation to rate a team under stress. So use it as way to get the team to discuss issues that might be pressuring their group by management directed to get ROI. Internal politics with agile misconceptions by one or all parties.

    May 21, 2014

  • Ralph M.

    Loved the drawings in the presentation! Clear communication of idea, with simplicity... and impact. is it possible to get copies?

    1 · May 20, 2014

  • Tim N.

    Give me value or give me death ( that how the saying goes?)

    3 · May 15, 2014

  • Chris M.

    This would be so fun to come to. However I will be in Atlanta for a client visit, so someone eat a slice for me!

    May 8, 2014

  • Keri S.

    Customer satisfaction and the value the customers feel we bring is the one metric I find most valuable. It is also one of the most difficult to capture. I look forward to this meetup!

    May 8, 2014

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