On November 18, 2010, John Arbash Meinel wrote: > On 11/18/2010 12:04 PM, Francis J. Lacoste wrote: > > On November 18, 2010, Martin Pool wrote: > >> Net promoter score: 22 would recommend overall "Ubuntu development > >> using Bazaar" at least fairly strongly (net promoter score 7..10); 6 > >> would recommend avoiding it (0..3). However, 50 people skipped this > >> question, perhaps suggesting they have mixed feelings, or the question > >> was poorly stated (eg they don't see it as a thing they recommend to > >> others.) > > > > Sorry to bring bad news, but net promoter is actually % of 9-10 minus % > > of 0-6. In this case, we have a NP of -35. > > I'm not sure how you are counting, but I get 12 9-10s vs 13 0-6s, which > is, indeed, negative. > > However, there is another 9 8s, which would skew it up a lot. > > Anyway, I don't know the net promoter stuff. I certainly don't see how > you get 1-in-35 being "-35".
Doh, My mistake, you are right. I completely missed the 9 people who gave it a 10. So indeed, the net promoter score is (12/46)-(13/46) = -0.02 which is a lot less negative. As to why the 9 8s don't skew anything, it's because 7 and 8 are considered passive adopters. People who like your software a lot, but are not enthuastic enough to really promote it. It's as if, psychologically there is a chasm between answering 8 or 9 to the question: 'On a scale of 0-10 how are you satisfied with X.' It seems there are wide differences in the experience of satisfaction between people who answer 8 or 9. (Or put differently: satisfaction rating doesn't operate on a linear scale.) Not sure how this is backed up by formal research though. Net promoter score has a lot of controversy around it. -- Francis J. Lacoste francis.laco...@canonical.com
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