Number of certificates	Full Sample (n = 12,130)	NPS < 9 (n = 9,598)	NPS 9 (n = 2,532)
0 to 3	65.57%	73.00%	37.40%
4 or more	34.43%	27.00%	62.60%
TABLE 1.9 Sales Professionals by the Number of Certificates and NPS Value Table Summary: Summary

Although this might simply suggest that high-achieving employees tend to be self-motivated to earn professional certificates, we also believe that sales professionals with sufficient technical knowledge can effectively communicate and assist their customers in finding technology solutions, which will lead to increased customer satisfaction and loyalty. Our training and development program must place a greater emphasis on helping the employees earn relevant certifications and acquire necessary technical knowledge.

Based on NPS categorization, we then divide the sales professionals into categories based on personality type. Table 1.10 shows the results. In addition to professional certification, we find that personality types are linked with NPS values. Among the four personality types, Diplomats and Explorers account for 72.69% of all the sales professionals in the software group. However, when we divide the employees based on the NPS values, these two personality types account for 91.63% of the group with an average NPS of nine or ten, whereas they account for only 67.69% for the below nine NPS group.

Myers-Briggs Personality Type	Full Sample (n = 12,130)	NPS < 9 (n = 9,598)	NPS 9 (n = 2,532)
Analyst	12.13%	14.47%	3.24%
Diplomat	35.62%	33.07%	45.30%
Explorer	37.07%	34.62%	46.33%
Sentinel	15.19%	17.84%	5.13%
TABLE 1.10 Sales Professionals by Personality Type and NPS Value Table Summary: Summary

We also examined NPS variations by other variables such as age, sex, education attainment, sales, and commission but did not find considerable differences in NPS categorization. Other variables such as salary and the tenure of the employee with the company are not included in our initial analysis.

Based on the insights from this analysis, we request that the company appoint an analytics task force to conduct a more comprehensive analysis of sales professionals. We strongly suggest that the analysis focus on professional certification and personality, among relevant factors for determining the NPS value. At a minimum, two goals of the task force should include making recommendations on (1) a redesign of our training and development program to focus on helping employees acquire relevant professional certificates and (2) the efficacy of using personality types as part of the hiring decision.

To continue the analysis of this case study

A- Use data on employees in the software product group with a college degree for variables representing sex (female or male), personality type, salary, and net promoter score to construct similar tables as those in the above report.

B- Analyze any patterns that you observe for these selected variables.