Overall Change Promoter Score

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Notes.

This score indicates the balance of change promoters vs change detractors. It’s purpose is to guide the change interventions needed. Please read the CPS primer to gain insights on how to use this data.

Green – Keep going, it’s working

Orange – Mostly working, keep focused on converting the “passives” to “promoters”

Red – Review the change in size of this cohort over time, if it is continuing to shrink, keep working. 

 

CPS change over time

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Notes.

The purpose of managing change is to build engagement, which takes time.

This chart shows how your CPS is changing over the duration of the change program.

If it continues to rise, keep going, it’s working.

Don’t foucs exclusively on today’s score.

Cohort Size – Change over time

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Notes.

CPS will change over time. The important thing to know is where the change is occuring.

What needs to be looked for is the “detractors” (0-6) scores moving toward “passive” (7-8) and “promoter” (9-10)

Thematic Analysis

Responses to CPS surveys include a short description of why this reponse was provided. 

These responses are divided by cohort and using Lewin AI are thematically analysed to provide a top 5 responses.

Detractors

  • Unsatisfactory experience
  • Not beneficial enough
  • Expectations unmet
  • Not enough improvement
  • No meaningful difference

Passives

Promoters

  • Outstanding experience
  • Greatly enhanced experience
  • Exceptionally benefited me
  • Exceeded expectation
  • Remarkable difference