Calculate NPS, Then Find the Driver
Calculate NPS and translate the result into a driver-based improvement action.
Survey results: 42 promoters, 34 passives, and 24 detractors out of 100 respondents. Enterprise detractors repeatedly mention procurement delays. NPS = % promoters minus % detractors; action comes from driver analysis, not the score alone. The trap is stopping at "NPS 18" and debating whether the benchmark is good while the procurement-delay driver remains unresolved. Before NPS 18 reported as a standalone health metric. After NPS 18 explained by segment and driver, with Sales Ops owning procurement packet changes. Step 1 Promoters = 42 / 100 = 42% Detractors = 24 / 100 = 24% Passives stay in the base…
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