Net Promoter Training Masterclass (Instructor Led)

Net Promoter Training Masterclass (Instructor Led)

Price on Application


The world’s largest and most successful NPS certification program

You’ve probably already heard about Net Promoter Score® (NPS®) or participated in an NPS Survey if you’ve ever been asked the question “On a scale of 1 to 10 how likely are you to recommend <insert your company name> to a family and friend?’

At its core, NPS is a simple score. A survey question. A metric. It’s the “one number you need to grow and it’s sold as being easy to use and promises countless riches in transforming businesses based on customer loyalty.

So it’s not surprising that Net Promoter has been implemented by thousands of companies globally and across the Asia Pacific as well as several large organisations here in Australia looking to gain a competitive edge.

Yet with so many companies having adopted the Net Promoter Score, so few have enjoyed the transformative impact that it was expected to deliver.

Why? Because NPS is about much more than just a score! If your company is already using NPS, or if you’re serious about implementing Net Promoter into your business, this is the ultimate Net Promoter Training Masterclass to fast-track your business success.

An image showing how to calculate a Net Promoter Score

Experience that matters

This live Net Promoter Masterclass is designed by Richard Owen who literally lead the team that developed the NPS methodology!

Richard’s team developed the Net Promoter Score in a joint project with Bain & Company, but its success as a complete methodology took 10 years of thought leadership.

20 Net Promoter conferences, more than 6,000 participants and hands-on involvement in over 1,000 enterprise programs later enables you to learn a thing or two about success and failure for CX – and all those learnings are in this Net Promoter Masterclass!

Delivered by the Co-creators of NPS

This Net Promoter Masterclass is suitable for 5 or more participants and includes:


  10 Completely Re-imagined Thought Leadership Frameworks

  More than 7 Hours of Live virtual sessions with Subject Matter Experts

  More than 8 Hours of Original Online Instruction (the self-paced course)

 Direct Access to Subject Matter Experts

  Interactive Program Assessment Tools

  Complete All Certification Requirements Online


Built on over 10 years of experience, this course will fast-track your NPS skills with the leading NPS certification in the world.

certified training course for NPS

A quick overview of Net Promoter Score (NPS)

The Net Promoter Score (NPS) metric is designed to measure customer loyalty with one simple question. Depending on the score provided by the customer, the customer is categorised as a Detractor, Passive or Promoter.

The research shows that your NPS score strongly correlates to the growth of your business (the objective being the higher the score, the higher the business growth).

Net Promoter is the methodology in how to obtain the scores, analyse the data and use the insights to transform your business.

An illustration of how Net Promoter Score (NPS) works
An illustration of how Net Promoter Score (NPS) is calculated

Want to go it on your own?

Self-paced or live, facilitated sessions - it's your choice!

This facilitator-led workshop requires a minimum of 5 people and includes 5 live facilitated workshops that are completed in conjunction with the self-paced course.  If you don’t have a minimum of 5 people or would prefer to just do the self-paced course instead, you can learn more about it on the link below.

5 Live Facilitated Sessions with Industry Experts

This ‘instructor lead’ program combines all the benefits of the self-paced program plus you have access to weekly real-time virtual sessions with OCX Cognition industry experts where we’ll go even deeper with compelling case studies, practical examples, and thought-provoking discussions that address your greatest program challenges.

As a result of joining us online and virtually, you’ll also:

  • Learn how Net Promoter best practices are applied in a variety of industries
  • Collaborate and interact with industry experts
  • Acquire real-time, personalised guidance from your success team
Gold stamp with Customer Loyalty written on it
Net Promoter Score written on a card
Customer loyalty expressions

Live Facilitated Sessions Schedule 

Across the 5 live facilitated sessions of the Net Promoter Masterclass, you’ll learn everything you need to know about implementing and/or optimising an NPS program into your organisation.

  • Session 1 - Kick Off in Style

    Welcome message by Richard Owen, introductions, and setting the stage for success.

    Homework: Units 1 & 2 online

  • Session 2 - Underpinning Success & Data Confessions

    Customer journey mapping – the ins, the outs, and practice.

    Homework: Units 3 & 4 online

  • Session 3 - The Root of All Goodness & Lights, Camera, Action!

    Analytic techniques that deliver along with strategies for Closed Loop

    Homework: Units 5 & 6 online

  • Session 4 - A Burning Platform & You’re One Strategic Genius

    Digital Transformation along with CX Program Alignment

    Homework: Units 7 & 8 online

  • Session 5 - Show Me the Money & You’re in the Driver’s Seat

    Customer lifetime value, NPS Economics, the Road to Maturity, and your graduation ceremony hosted by Richard Owen!

“When it comes to something as important as NPS, it matters that you educate yourself and that you do so with the very best in the industry.” – Daniel Ord, Founder of Omnitouch International

Your Self-paced course

As well as the 5 x 1.5 hour live sessions led by industry experts, this Net Promoter Training Masterclass also includes the self-paced online course. 

The self-paced course modules are facilitated by NPS guru Richard Owen.

While CEO at Satmetrix, Richard Owen led the development of the Net Promoter Score® methodology with Fred Reichheld, creating the world’s most widely used CX measurement approach.

And with Laura Brooks, he co-authored “Answering the Ultimate Question”, the best-selling “how to” guide for NPS practitioners.

Richard Owen is now the founder and CEO of OCX Cognition and in 15 years of hands-on involvement in more than 1,000 enterprise NPS programs, Richard and his team have developed a definitive understanding of what NPS was, is, and should be and he’s certified over 6,000 professionals globally in NPS.

Put simply, no one has more experience Net Promoter Score experience than Richard and his team of experts!

A picture of Richard Owen, trainer of the NPS certification course on CX Skills

CX Certification that matters

Any successful CX program starts with deeply informed professionals who understand the core capabilities needed across their organisation. Becoming certified will ground you in the art & science of NPS, enabling you to propel your program to success.

This Net Promoter Training Masterclass supports your professional and organisational aspirations to:

  • Act from a common framework
  • Build & leverage quality data sets
  • Engage the whole organisation
  • Accelerate transformation
  • Deliver financial prosperity

You’ll receive your proof of Net Promoter certification at the completion of the course (It will be emailed directly to you) making it a great addition to your CX skillset.

Training course for NPS certification

You’re in good hands

At CX Skills we only partner with the leading Customer Experience practitioners and training providers from across the globe that has proven credibility and skills. Whilst you purchase the course through us, the training and support for this course will be directly provided by the incredible team at OCX Cognition.

As soon as you’ve placed your order with us we’ll notify the team at OCX cognition and they’ll provide you with the online details to access the live expert sessions and your self-paced course.

With the timezone differences, please allow up to 48 hours to receive your login details.

CX Skills Reviews & Testimonials

CX Skills
Based on 24 reviews
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Keira Smith
Keira Smith
02:55 29 Nov 21
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much... better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!read more
Jamie Leonard
Jamie Leonard
05:13 15 Oct 21
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and... explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!read more
GVW Intranet
GVW Intranet
04:48 15 Oct 21
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained... things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helenread more
Jim Rodd
Jim Rodd
00:00 14 Sep 21
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres... from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows more
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel... was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like more
Chris Remnant
Chris Remnant
03:58 25 Feb 21
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a... sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!read more
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How to book & Questions

If you’ve got a minimum of five people and you’d like to book your instructor-led Net Promoter training Masterclass program please contact us using the online form below for pricing and availability. 

If you have further questions about our Net Promoter Score online Masterclass training please contact us on +61 3 9008 7287 or send us a message.  Our office is open Monday to Friday 8:30 am to 5:30 pm Monday to Friday AEDT/AEST (Melbourne/Sydney time).

A calendar showing the dates of the NPS online training courses

Net Promoter Training Masterclass Enquiry Form

Please complete the form below if you’d like to learn more about the live, facilitator-led Net Promoter Masterclass including pricing and availability.

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Net Promoter Score, Net Promoter, and NPS are trademarks of NICE Systems, Inc., Bain and Company, Inc., and Fred Reichheld.