1. 2011 Baldrige Performance Excellence Program | www.nist.gov/baldrige 2011 Judge’s Survey of 2010 Applicants for the MBNQA Judge’s Meeting June 14, 2011

2. 2011 Baldrige Performance Excellence Program | www.nist.gov/baldrige 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

3. 2011 Baldrige Performance Excellence Program | www.nist.gov/baldrige The Net Promoter Score Metric “How likely is that you would recommend X to a friend or colleague?” ExtremelyNot at All Likely Likely 10 9 8 7 6 5 4 3 2 1 0 PromoterPassiveDetractor

4. 2011 Baldrige Performance Excellence Program | www.nist.gov/baldrige Select NPS “Stars” NPS = % Promoter - % Detractor Harley Davidson81% Costco79% SAS66% Intuit58% Southwest Air.51%

5. 2011 Baldrige Performance Excellence Program | www.nist.gov/baldrige N = 60 (10 SV + 50 non-SV) Response Rate = 72%

6. 2011 Baldrige Performance Excellence Program | www.nist.gov/baldrige Likely to Recommend: What is the major factor keeping you from giving this a higher score?

7. 2011 Baldrige Performance Excellence Program | www.nist.gov/baldrige Criteria Relevance: What is the major factor keeping you from giving this a higher score?

8. 2011 Baldrige Performance Excellence Program | www.nist.gov/baldrige Feedback Report: What is the major factor keeping you from giving this a higher score?

9. 2011 Baldrige Performance Excellence Program | www.nist.gov/baldrige Likely to Reapply: What is the major factor keeping you from giving this a higher score?