Last spring, CPS sent out a survey to all alumni to determine how graduates felt about their educational experience. The response rate for graduate students was 12.9% — a decent rate of return with higher percentages of 2014 and 2015 graduates. Overall, the results were positive. 83% of respondents agreed or strongly agreed that their CPS degree was a worthwhile investment.

The net promoter score (NPS) results were especially interesting. Here’s the methodology. The basic NPS question is: On a scale of 1 (not likely at all) to 10 (extremely likely), how likely are you to refer “X” to a family member, friend, orcolleague? Survey respondents with a 9 or 10 are categorized as PROMOTERS, and are most likely to demonstrate “value‐creating” behaviors, such as making more positive referrals. Those responding with a 7 or 8 are categorized as PASSIVES, and are somewhat likely to demonstrate value‐creating behaviors. Those responding with a 1‐6 are categorized as DETRACTORS, and are least likely to demonstrate value‐creating behaviors.

The classic NPS score is calculated by subtracting the percentage of detractors from the percentage of of promoters.

So how did Corporate and Organizational Communication do?

Our program had an NPS of 51%, compared with 29% for the average CPS program, and ranked in the top two master’s programs overall. By way of benchmarking, Harvard Business School’s NPS was 41% (Source: NPS Benchmarks).

So this is definitely a KPI (Key Performance Indicator) for the program – a concept you all remember from CMN 6910, Organizational Communication Assessment. Based on this data, we hope you’ll refer friends and colleagues to the program.

Posted by Carl Zangerl, Ph.D., Faculty