Become a WhatWorks® Member and get access to all research resources.
See our Membership FAQs
“Net Promoter” is a simple survey sent to a customer at any point in the support process that asks the customer to rate the vendor on a scale of one to 10 in terms of how well the customer would recommend this vendor to others.
A “nine-box grid” is a matrix tool that is used to evaluate and plot a company’s talent pool, based on two factors, which most commonly are performance and potential. Typically on the horizontal axis is "performance" - measured by performance reviews. On the vertical axis is typically "potential" - referring to an individual's potential to grow one or more levels in a managerial or professional capacity.