{"id":7149,"date":"2020-05-14T09:44:22","date_gmt":"2020-05-14T07:44:22","guid":{"rendered":"https:\/\/www.k-i-e.com\/?p=7149"},"modified":"2020-08-03T11:59:51","modified_gmt":"2020-08-03T09:59:51","slug":"s270-2-en","status":"publish","type":"post","link":"https:\/\/www.k-i-e.com\/en\/s270-2-en\/","title":{"rendered":"s270 The one number and the resources you need to grow"},"content":{"rendered":"\n<p>The Net Promoter Score\u00ae (NPS) does not deliver on the promise: &#8220;The\none number you need to grow&#8221; (Reichheld 2003); in particular, it does not\nexpress what needs to be done to grow. The weaknesses have not been eliminated;\nthe open criticism of the NPS has not been acknowledged or implemented and the\nhope that one single question could be used to find out what companies need to\ngrow has been undermined. <\/p>\n\n\n\n<p>The NPS has undoubtedly become an important tool for measuring customer satisfaction worldwide. However, it is not sufficient to find out what customers think about their brand or to measure customer loyalty. The <a rel=\"noreferrer noopener\" aria-label=\"KiE scale (\u00f6ffnet in neuem Tab)\" href=\"https:\/\/www.k-i-e.com\/en\/224-2-en\/\" target=\"_blank\">KiE scale<\/a> combined with the <a href=\"https:\/\/www.k-i-e.com\/en\/s225-2-de\/\" target=\"_blank\" rel=\"noreferrer noopener\" aria-label=\" (\u00f6ffnet in neuem Tab)\">resource question<\/a> measures both customer satisfaction and the resources needed to grow. Both are implemented in the <a rel=\"noreferrer noopener\" aria-label=\"digitized DecisionMaker (\u00f6ffnet in neuem Tab)\" href=\"https:\/\/www.k-i-e.com\/en\/236-2-en\/\" target=\"_blank\">digitized DecisionMaker<\/a>. <\/p>\n\n\n\n<h2 class=\"has-text-color wp-block-heading\" style=\"color:#d70029\">Criteria 01 &#8211; Complicated NPS value<\/h2>\n\n\n\n<p>The 11 scale of the key question corresponds to a difficult to\nunderstand % number as the result value, which ranges from -100% to +100%.\nNeither the 11 scale, nor a negative % number can be grasped intuitively.<\/p>\n\n\n\n<h2 class=\"has-text-color wp-block-heading\" style=\"color:#0087bc\">Solution 01 &#8211; Simple intuitive result value in the KiE scale<\/h2>\n\n\n\n<p>The KiE Scale provides clarity in the leading question as well as in the\nresult value, which is displayed directly as a number (NPS) in the KiE Scale.\nQuestion and result become aligned.&nbsp; <\/p>\n\n\n\n<div class=\"wp-block-image td-caption-align-https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-01-Net-Promoter-Score.png\"><figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-01-Net-Promoter-Score.png\" alt=\"KiE: Clarity in guiding question and evaluation\" class=\"wp-image-7150\" width=\"700\" srcset=\"https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-01-Net-Promoter-Score.png 1241w, https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-01-Net-Promoter-Score-300x85.png 300w, https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-01-Net-Promoter-Score-1024x290.png 1024w, https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-01-Net-Promoter-Score-768x218.png 768w, https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-01-Net-Promoter-Score-696x197.png 696w, https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-01-Net-Promoter-Score-1068x303.png 1068w\" sizes=\"(max-width: 1241px) 100vw, 1241px\" \/><figcaption>Figure 01: Clarity in guiding question and evaluation<\/figcaption><\/figure><\/div>\n\n\n\n<p>The KiE scale additionally generates the classic NPS value (34.93%) to\nensure compatibility and connectivity.<\/p>\n\n\n\n<h2 class=\"has-text-color wp-block-heading\" style=\"color:#d70029\">Criteria 02 &#8211; Intuition is distorted during the interview<\/h2>\n\n\n\n<p><a rel=\"noreferrer noopener\" aria-label=\"Intuition (\u00f6ffnet in neuem Tab)\" href=\"https:\/\/www.k-i-e.com\/en\/s226-2-en\/\" target=\"_blank\">Intuition<\/a> cannot react to a scale with a zero (&#8220;0&#8221;) or a middle. This setting necessarily activates&nbsp; <a rel=\"noreferrer noopener\" aria-label=\"cognition, which distorts and shapes the intuition (\u00f6ffnet in neuem Tab)\" href=\"https:\/\/www.k-i-e.com\/en\/227-2-en\/\" target=\"_blank\">cognition, which distorts and shapes the intuition<\/a>. However, the emotional and intuitive side is essential for customer satisfaction and therefore the quality of the NPS number must be questioned. Cognition should not be activated before the resource question, which is missing in NPS, comes into play: what prompts an individual to give a high or low rating?<\/p>\n\n\n\n<h2 class=\"has-text-color wp-block-heading\" style=\"color:#0087bc\">Solution 02 &#8211; The KiE scale specifically activates intuition<\/h2>\n\n\n\n<p>Intuition reacts to a scale of 1 to 10 because it has no middle and the\nappropriate differentiation is not too wide (greater than 10) and not too\nnarrow (like 2,4,6 or 8) (Graf 2018).<\/p>\n\n\n\n<h2 class=\"has-text-color wp-block-heading\" style=\"color:#d70029\">Criteria 03 &#8211; The essential elements to ensure growth are missing\u2019<\/h2>\n\n\n\n<p>NPS is criticized mainly because it provides neither reasons to explain\nwhy some customers fall into the category of \u201cDetractors\u201d, or critics; nor does\nNPS offer recommendations as to what should be done to attract the \u201cpassively\nsatisfied\u201d customers. In order to find out why some customers are not satisfied\nwith certain aspects of services and products, additional market research has\nto be conducted that is complex, expensive and difficult to allocate. This lack\nof the possibility to react in a targeted manner devalues the NPS and makes it\nlargely useless. <\/p>\n\n\n\n<h2 class=\"has-text-color wp-block-heading\" style=\"color:#0087bc\">Solution 03 &#8211; The KiE scale provides the resources that everyone needs <\/h2>\n\n\n\n<p>The central demand for resources and arguments that will improve\nservices and products is automatically provided by those who have the\nknowledge. The promoters and the passively satisfied Customer as well as the detractors\nhave activated their cognition through the KiE Scale and can communicate on how\nthe service or product should be designed:&nbsp;\n<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li>the resources, what &#8220;passively satisfied customers&#8221; need<\/li><li>the qualities that &#8220;Promoters&#8221; should value and maintain<\/li><li>the reservations of the &#8220;Detractors&#8221;, in order to differentiate or reposition themselves<\/li><\/ol>\n\n\n\n<p>The companies get the resources to plan what they would need to do to\ngrow.<\/p>\n\n\n\n<h2 class=\"has-text-color wp-block-heading\" style=\"color:#d70029\">Criteria 04 &#8211; The red area is too big<\/h2>\n\n\n\n<p>The NPS scale is too long and the red area (&#8220;Detractors&#8221;) is\ntoo large, which leads to distortions and excludes intuition. <\/p>\n\n\n\n<h2 class=\"has-text-color wp-block-heading\" style=\"color:#0087bc\">Solution 04 &#8211; The KiE scale provides the appropriate space for loss\naversion<\/h2>\n\n\n\n<p>The KiE scale ranges from 1 to 10 and provides the detractors with the\nappropriate range of 1 to 5, which is required by loss aversion (Ariely 2008). <\/p>\n\n\n\n<h2 class=\"has-text-color wp-block-heading\" style=\"color:#d70029\">Criteria 05 &#8211; The NPS value distorts toward the middle<\/h2>\n\n\n\n<p>The tendency towards the middle (Kahnemann 2011) is made possible by the\ncentral NPS value (5). <\/p>\n\n\n\n<h2 class=\"has-text-color wp-block-heading\" style=\"color:#0087bc\">Solution 05 &#8211; The KiE scale has no middle <\/h2>\n\n\n\n<p>The KiE scale thus provides a virtually distortion-free KiE value.&nbsp; <\/p>\n\n\n\n<h2 class=\"has-text-color wp-block-heading\" style=\"color:#d70029\">Criteria 06 &#8211; The NPS does not work across markets and cultures<\/h2>\n\n\n\n<p>The tendency of Americans to be both mild as well as harsh, or the\ntendency of Germans to find the hair in their soup, as well as the tendency of\nAsians toward indirect criticism, distort the NPS and make it useless. <\/p>\n\n\n\n<h2 class=\"has-text-color wp-block-heading\" style=\"color:#0087bc\">Solution 06 &#8211; The KiE scale eliminates cultural and market\ndependence&nbsp; <\/h2>\n\n\n\n<p>The resource question eliminates both cultural and market dependencies\nbecause the valuation serves only to determine the resources that are important\nfor growth. The KiE scale can thus be applied globally to all areas of\napplication. With a targeted focus, culture-dependent likes and dislikes can be\nclearly identified and incorporated into service and product diversification.<\/p>\n\n\n\n<h2 class=\"has-text-color wp-block-heading\" style=\"color:#d70029\">Criteria 07 &#8211; The NPS is too stiff<\/h2>\n\n\n\n<p>NPS question, scale (0-11) and ranges of meaning (0-6: detractors, 7-8:\npassively satisfied, 9-10: promoters) are fixed. <\/p>\n\n\n\n<h2 class=\"has-text-color wp-block-heading\" style=\"color:#0087bc\">Solution 07 &#8211; The KiE scale is flexible<\/h2>\n\n\n\n<p>With individual guiding questions, specific KiE scale types and\ncorresponding ranges of meaning, questions can be precisely adapted and varied\nas desired. <\/p>\n\n\n\n<h2 class=\"has-text-color wp-block-heading\" style=\"color:#d70029\">Criteria 08 &#8211; The NPS is another scale among many<\/h2>\n\n\n\n<p>Moodle has 100 different numerical scales and a non-numerical rating\nscale in its default installation. The other survey tools such as Wootric,\nSurveymonkey and Delighted offer similar diversity. <\/p>\n\n\n\n<h2 class=\"has-text-color wp-block-heading\" style=\"color:#0087bc\">Solution 08 &#8211; The KiE scale harmonizes all scales, including NPS<\/h2>\n\n\n\n<p>The different assessment systems, as well as the NPS, can be harmonized\nwith the KiE scale. The KiE scale system simply reproduces common assessment\nsystems, making assessments comparable with each other.<\/p>\n\n\n\n<div class=\"wp-block-image td-caption-align-https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-02-Net-scale-type-1.png\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"557\" src=\"https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-02-Net-scale-type-1-1024x557.png\" alt=\"KiE: The flexibility of the KiE scale\" class=\"wp-image-7161\" srcset=\"https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-02-Net-scale-type-1-1024x557.png 1024w, https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-02-Net-scale-type-1-300x163.png 300w, https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-02-Net-scale-type-1-768x418.png 768w, https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-02-Net-scale-type-1-696x378.png 696w, https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-02-Net-scale-type-1-1068x580.png 1068w, https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-02-Net-scale-type-1-773x420.png 773w, https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-02-Net-scale-type-1.png 1192w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption>Figure 02: The flexibility of the KiE scale<\/figcaption><\/figure><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">The KiE scale is a superior evaluation system<\/h2>\n\n\n\n<p>An automation of the surveys is guaranteed due to the simplicity and\nconsistency of the KiE scale. The subsequent decisions and the implementation\nof the resources determined become a plannable project. The effectiveness of\nthe measures can be checked in cyclical processes, just as it becomes possible\nto react to constant as well as to disruptive changes. <\/p>\n\n\n\n<p>The tried and tested KiE Scale and the DecisionMaking tools deliver on\nthe promise: &#8220;The one number and the resources you need to grow&#8221;.<\/p>\n\n\n\n<div class=\"wp-block-image td-caption-align-https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-03-DecisionMaking-process.png\"><figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-03-DecisionMaking-process.png\" alt=\"KiE: KiE DecisionMaking Tools\" class=\"wp-image-7154\" width=\"700\" srcset=\"https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-03-DecisionMaking-process.png 1256w, https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-03-DecisionMaking-process-300x240.png 300w, https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-03-DecisionMaking-process-1024x819.png 1024w, https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-03-DecisionMaking-process-768x615.png 768w, https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-03-DecisionMaking-process-696x557.png 696w, https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-03-DecisionMaking-process-1068x855.png 1068w, https:\/\/www.k-i-e.com\/wp-content\/uploads\/2020\/05\/270-en-03-DecisionMaking-process-525x420.png 525w\" sizes=\"(max-width: 1256px) 100vw, 1256px\" \/><figcaption>Figure 03: KiE DecisionMaking Tools<\/figcaption><\/figure><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">More about the series of KiE-DecisionMaking Tools<\/h2>\n\n\n\n<p>Further articles about the different human decision forms can be found after the source below under tag \u201e<a rel=\"noreferrer noopener\" href=\"https:\/\/www.k-i-e.com\/en\/tag\/series-kie-decisionmaking-tools\/\" target=\"_blank\">Article series KiE-DecisionMaking Tools<\/a>\u201c.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">More about the series Artificial Intelligence<\/h2>\n\n\n\n<p>More articles about artificial intelligence and how it can be extended with KiE can be found after the sources below at tag \u201c<a href=\"https:\/\/www.k-i-e.com\/en\/tag\/artificial-intelligence\/\" target=\"_blank\" rel=\"noreferrer noopener\">Artificial Intelligence<\/a>\u201c.<\/p>\n\n\n\n<p class=\"has-text-align-center\">_______________<\/p>\n\n\n\n<p class=\"has-text-align-center\">May 2020 &#8211; Richard Graf, Elsa Graf<\/p>\n\n\n\n<p class=\"has-text-align-center\"><em>\u201eThe Net Promoter Score\u00ae does not deliver its promise.\u201d<\/em>&nbsp;Richard Graf<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Sources:<\/h2>\n\n\n\n<p>ARIELY, Dan. Predictably irrational. New York, NY: Harper Audio, 2008. <\/p>\n\n\n\n<p>GRAF, Richard. \u201eDie neue\nEntscheidungskultur: Mit gemeinsam getragenen Entscheidungen zum Erfolg\u201c. Carl Hanser Verlag M\u00fcnchen 2018.<\/p>\n\n\n\n<p>KAHNEMAN, Daniel. Thinking, fast and slow (Kindle Edition). 2011. <\/p>\n\n\n\n<p>REICHHELD, Frederick F. The one number you need to grow. Harvard\nbusiness review, 2003, 81. Jg., Nr. 12, S. 46-55. <\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u201eThe Net Promoter Score\u00ae does not deliver its promise.\u201d Richard Graf<\/p>\n","protected":false},"author":14,"featured_media":7156,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[110,1,54,100,68,67],"tags":[117,131],"class_list":{"0":"post-7149","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-all-en","8":"category-alle","9":"category-decisionmaking","10":"category-decisionmaking-en","11":"category-gesellschaft-kultur","12":"category-kie-conzept","13":"tag-article-series-kie-decisionmaking-tools","14":"tag-artificial-intelligence"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>s270 The one number and the resources you need to grow<\/title>\n<meta name=\"description\" content=\"Entscheidungen mit Decision Making herbeif\u00fchren - 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