Measuring your Knowledge Management Framework Success using NPS
As Drucker says – “If you can’t measure it, you can’t manage it”. In the highly competitive market landscape, knowledge management (KM) has now been well established as a requisite to innovation. The knowledge that is streamlined, relevant, and readily available round the clock fosters productivity, efficiency, and innovation to help organizations improve their competitive edge. Nevertheless, the Knowledge Management system and capabilities need to be constantly revised and improved in order to be aligned with business goals and assist the organization. Net Promoter Score (NPS) is one of the most effective tools for gathering feedback and measuring the effectiveness of your Knowledge Management system. A high NPS score indicates a well-built KM system. NPS measures the effectiveness of your current KM framework using a 0 to 10 scale. You only need to ask your target audience one question – “how likely are you to recommend a specific service/community to a colleague or friend?”. Base