2011 Baldrige Performance Excellence Program | Judge’s Survey of 2010 Applicants for the MBNQA Judge’s Meeting June 14, 2011

2011 Baldrige Performance Excellence Program | Quick Reminder on Methodology l Electronic survey sent to OCP 30 days after mailing of feedback report l Change in survey design in 2009 to NPS like questions with follow-up

2011 Baldrige Performance Excellence Program | The Net Promoter Score Metric “How likely is that you would recommend X to a friend or colleague?” ExtremelyNot at All Likely Likely PromoterPassiveDetractor

2011 Baldrige Performance Excellence Program | Select NPS “Stars” NPS = % Promoter - % Detractor Harley Davidson81% Costco79% SAS66% Intuit58% Southwest Air.51%

2011 Baldrige Performance Excellence Program | N = 60 (10 SV + 50 non-SV) Response Rate = 72%

2011 Baldrige Performance Excellence Program | Likely to Recommend: What is the major factor keeping you from giving this a higher score?

2011 Baldrige Performance Excellence Program | Criteria Relevance: What is the major factor keeping you from giving this a higher score?

2011 Baldrige Performance Excellence Program | Feedback Report: What is the major factor keeping you from giving this a higher score?

2011 Baldrige Performance Excellence Program | Likely to Reapply: What is the major factor keeping you from giving this a higher score?