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NPS for KMS: How Net Promoter Score Helps Evaluate and Evolve a Knowledge Management System

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NPS for KMS: How Net Promoter Score Helps Evaluate and Evolve a Knowledge Management System

Apr 20, 2021   |  By
KMI Guest Blogger, Ekta Sachania

As Drucker says – “If you can’t measure it, you can’t manage it”.

Knowledge management (KM) has been now well established as a key to innovation and enable organizations to meet the challenges of highly competitive market landscape. With access to knowledge that is streamlined, relevant and readily available round the clock, it makes employees productive, efficient, and foster innovation to help achieve competitive edge. However, Knowledge Management system and capabilities needs to be constantly reviewed and evolved for it to align with business goals and help achieve the organizational goals.

Net Promoter Score (NPS) is one of the very impactful tools to gather feedback and measure success of your KM system. The existence of heathy NPS score indicates a well-built KM system.

NPS is a measuring index ranging from 0 to 10 to gauge how effective is your current KM framework.  All you need to ask from your target audience is a single question – “how likely will you recommend a particular service / community to a colleague or a friend?”. Your target audience is divided into three categories based on their response. See description below:






How to analyze the score and make improvements in the KM system

In your KM survey, you can ask one single question similar to the below given examples:

“How likely are you to recommend the Professional Community to a colleague”?

“How likely are you to recommend a specific KM tool or service to a colleague”?

Requesting the responders to add their feedback on why they chose the score and how the service or community is helping people from perspective of enablement and adding business value you can gain valuable insight on what’s working and what’s not:







How to calculate NPS from above data?

% Promoters - % Detractors

The score generated between -100 to 100 is known as NPS. From between 1 to 10 if the score falls towards left of the spectrum, it’s easy to deduce that people are not happy and if received on the right end of the spectrum, employees are happy. The key is to analyze the score, the feedback received and create actionable insights to improve engagement.

The work should be directed in the direction to convert detractors into promoters and keep a track of how NPS changes over time. This will give you a sense of how your KM strategy is working and what changes you need to make while mapping your future KM roadmap to best serve the interest of your employees and organization as a whole.

I will discuss more about NPS, how to use gather insights from NPS and its limitation in the next article.


Ekta Sachania is an experienced Knowledge and Content Manager based
in India.  

View Ekta's LinkedIn Profile here...
Or email Ekta here...

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