neutral (no comments were provided), as seen in Figure 7.2-5. (Please note no projects closed in Q3 2016 or Q4 2017.) As displayed in Figure 7.2-6, customer dissatisfaction per the PPE is extremely low. We offer our clients service discounts or refunds for service that did not meet their expectations. Figure 7.2-7 shows the annual remunerated totals, which are minimal compared to the total revenue. 7.2a(2) Customer Engagement A key metric of customer engagement is willingness to recommend IPM. Figure 7.2-8 shows the percentage of PPE respondents who said they would definitely or most likely recommend IPM for a future project. Fred Reichheld, developer of Net Promoter Score (NPS), found the average NPS among companies he surveyed to be 10 to 15%; if your score is north of 15%, you are above average, and you can expect your company to grow at a rate faster than the economy. A small handful of companies have achieved an NPS of at least 50%, which Reichheld defines as "World Class" and include Disney, Sony, and Harley- Davidson. IPM’s NPS score for 2017 was 61 (Figure 7.2-9) .
PPE: Perform to My Expectations
9.25
9.01
0 2 4 6 8 10
8.74
8.71
2015
2016
2017
2018
Figure 7.2-1 PPE: Perform to Expectations
PPE Measures
0 2 4 6 8 10
Leadership
Schedule
Scope
2015 2016 2017 2018
Customer Dissatisfaction Rate
Figure 7.2-2 PPE Leadership, Schedule, Scope
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
PPE Measures
0 2 4 6 8 10
Solutions
Commitments
Risk
Qtr1 Qtr2 Qtr4 Qtr1 Qtr2 Qtr3 Qtr1 2016 2017 2018
2015 2016 2017 2018
Satisfaction
Dissatisfaction
Neutral
Figure 7.2-3 PPE Solutions, Risk, Commitments
Figure 7.2-5 Customer Dissatisfaction Rate (PPE Comments) 2015 2016 2017
PPE Satisfaction Relative to Competitors
3 Year Average
0 2 4 6 8 10
Satisfied
100%
100%
97.1%
99%
Dissatisfied 1% Figure 7.2-6 Customer Dissatisfaction Rate (PPE Scores of 4 and below) 0% 0% 2.9%
Alternatives
Internal
Other Consult
2015 2016 2017 2018
Figure 7.2-4 PPE Satisfaction Relative to Competitors Dissatisfaction is tracked by customer feedback from the PPE, where we solicit comments on areas in which we exceeded expectations and those where there was dissatisfaction. This feedback is categorized as satisfaction, dissatisfaction, or
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