Sandbox Frequently Asked Questions


  • How do I sign-in / login?

    • Go to
    • This will prompt you to enter your user name password.
    • On the pop up window click on link "Don't remember your password?" to reset your password
  • How do I navigate inside the course?

    There are two forms of navigation in each course:
    • Lessons: Every course has a menu/utility bar situated to the left of the content area. Click it to hide or expand the course content and utilities. In the content area, you can navigate to parts of the course and can view your progress.
    • Next and previous buttons: Each course has “Next” and “Previous” buttons situated just above the content area. Each button will allow you to move forward and backward through the course pages.
  • Can I access the course on my iPad / tablet or mobile phone?

  • Is internet access required?

    Yes, an internet connection is required to log in and view your online course. All courses offer a range of multimedia features, and we recommend that you have a good broadband or network connection for the optimal experience.

  • What browsers are supported?

      • Web Browsers: We support the current and the previous major release of Chrome, Firefox, Safari, and Microsoft browsers. This currently includes Microsoft Edge and Internet Explorer.
      • Mobile Browsers: Current and previous Android versions; Current and previous iOS versions


  • Can I take notes in my course?

    There is a "Notes" utility available in every course, which can be found in the left menu of the course. You are free to save notes along the way which you can access for as long as you have access to the course.

  • What does the Certification ribbon mean?

    The ribbon signals when an individual course is part of a bigger certification. Certifications are comprised of multiple courses and a capstone exam. Upon completion, you receive a Bain Certified Practitioner badge and certificate.

  • How do I access or download course materials?

    Some courses include a Resources > Files utility within the left sidebar of the course that includes downloadable files. This is where you can access and download any documents made available by the course author.

  • How do I contact the instructor?

    Some courses provide a quick link to contact an instructor. For those courses with an instructor assigned, click the "Ask Question" link in the left sidebar of your course. Then, complete the fields to send a question or comment to your instructor via email.

  • Troubleshooting audio issues

    We recommend when having problems with audio to check your internet connection, reset your internet connection if necessary, clear your cache, and update your browser or try another browser. Additionally, check your speaker/headphone connection and your audio system preferences.

  • How do I update my email address?

    From your dashboard (once you're signed in), click to expand the droplist in the upper right corner next to your name. Click on Account and you'll be taken to an account management page. Enter your current password, the new email address that you would like associated with your account, and click Update. You will then use this new email address for future log ins.

  • I forgot my password. How do I retrieve it?

    There is a link on all sign-in forms to help you recover your password. Just choose "Sign In" in the top right corner of the browser, click the "forgot password?" button, and follow the on-screen instructions. You will then receive an email with further instructions to reset your password.

  • When Do Courses Happen?

    You can purchase and start a course at any time.

  • How long do I have to complete my course? How many hours are required?

    From the time you begin the course, you will have 30-days to complete the work and take your exam. The time to complete each course varies depending on learning styles. Please see estimates for each course below:
    • Winning on Purpose – CX NPS Fundamentals (2-3 hours)
    • Customer Insights and Analytics (2-3 hours)
    • Earned Growth and Customer Economics (1-2 hours)
  • What is the course format?

    Standard NPSx courses are online with options to have facilitated sessions for teams/organizations (see question below).

    Our online content is highly engaging and interactive accommodating different learning styles by using a mix of video, audio, written, and action-oriented content.

  • What is the course language?

    The course language is English.

  • Are There Any Live, In-person Or Specific Day/Time Requirements?

    Standard courses have no live or in person sessions Facilitated and train-the-trainer options are available. to learn more.

  • What Do Courses Cover?

    Each course helps you develop the skills and capabilities that employees and CX practitioners need to win and delight your customers.

  • Do I Earn a Certification For Each Course?

    A certificate of completion is earned after passing each course. To become a Certified CX Practitioner or Certified NPS Certification, you must complete all course requirements and pass the final exam(s) to earn your certification and badge.

  • How Do I Earn My Bain Certified CX Practitioner Certification?

    To become a Bain Certified CX Practitioner (CCX), you must complete all 7 of the certification courses and pass a final exam:
    • Winning on Purpose
    • CX NPS Fundamentals
    • Customer Insights and Analytics
    • Earned Growth and Customer Economics
    • Customer Strategy
    • Customer Experience Design
    • Executing Change
    • CX Build and Execution
    • Customer Experience Management
    • Bain CCX Final Examination
      To become a Bain Certified NPS™ (CNPS) Practitioner, you must complete the Net Promoter System™ certification course and pass the final exam:
    • Net Promoter System™ Certification
    • Bain CNPS Final Exam
  • Troubleshooting video issues

    We recommend when having problems viewing a video to check your internet connection, reset your internet connection if necessary, clear your cache, and update your browser or try another browser.

  • Can I take just one course?

    Yes, you can take one course. We highly encourage taking Winning on Purpose – CX & NPS Fundamentals before taking any subsequent course(s); this is a short course intended to orient learners to the latest frameworks and best practices in CX and NPS

  • Can I Certify My Organization?

    Yes! For companies and teams, we know that sustainable growth begins and ends with the customer, and we have the training, insights and tools to help deliver on bold growth ambitions. to learn more and discuss options to customize and white-label for your organisation.

  • Can I Receive CPE/CEU Credit?

    Once you’ve earned your certification, there is no maintenance fee or professional development requirement to maintain the NPSx certification. If you are seeking CPE/CPU credit to maintain another credential, you will need to review each certification program’s individual requirements to determine if the NPSx curriculum satisfies their credential maintenance policy. Our learning objectives can help you make that determination.

  • Are the courses open to anyone to take?

    Our Winning on Purpose – CX & NPS Fundamentals course is available to anyone to take
    Our further 6 courses on the path to become a Bain-certified CX practitioner are designed to help CX, insights, design, strategy and management professionals to enhance their impact and advance their careers by building deep expertise on the most critical CX disciplines and learning Bain’s latest and best practices.

  • How do I add a Certificate of Completion to my LinkedIn profile?

    Congratulations on completing your course!

    Follow these steps to add a Certificate of Completion to your LinkedIn profile:
    • Navigate to the Learner Dashboards and click on the Certifications tab.
    • Click Add to profile.
    • A new LinkedIn tab will open.
    • Once logged in, edit the Add licences & certifications section of your profile.
    • Click Save in LinkedIn.

    The certification will now display on your LinkedIn profile.
  • How do I share a CX Practitioner Badge to LinkedIn?

    Congratulations on completing all 7 courses and passing your final exam!

    Follow these steps to add a CX Practitioner Badge to your LinkedIn profile:
    • On LinkedIn, click on Add profile section, select Recommended, select Add featured, select Add media, select Add an image.
    • Add a title, descriptions and official badge image provided by Bain & Company.

CX Roadmap and Accreditation

  • What are the terms of use for a CX Roadmap certificate?

    • The CX Roadmap Certificate may be used on Customer’s website, publications, documents and other promotional materials during the term of this Agreement. The following are the sole communications that can be used to discuss the ratings externally. Anything below the beyond requires Bain’s prior written consent.
    • Customer has been officially accredited with a coveted <one-star/two-star/three-star> rating, on a 3-star scale, by Bain & Company across over 50 Customer Experience capabilities and standards. We have demonstrated a <very good/outstanding/world clas>> approach in the area of <insert pillar and/or standard>.
    • Statements provided in the assessment report and action plan can be used for communication as well, provided they are not edited or used in a way that would change the meaning, intent or accuracy of such statement.
    • Any use of the CX Roadmap Certificate shall include the following attribution and disclaimer: "Note: CX Roadmap is a proprietary rating of Bain & Company, Inc. ("Bain"). Bain does not certify or endorse any Customer product or service."
    • Customer must not make or permit any misleading statement regarding its CX Roadmap Certificate, the scope, rating and/or standards covered by the CX Roadmap Services.
    • The CX Roadmap Certificate must be used in the form as provided. Any changes such as the changing of shape, color, or wording, or otherwise, are not permitted without Bain’s prior written consent.
  • How long is a CX Roadmap certificate valid?

    Following the CX Roadmap process, you will be awarded a shareable CX rating (1/2/3 star ratings), valid for 12-months.

  • What criteria are considered as a part of the CX Roadmap assessment?

    Three key principles are assessed as a part of scoring methodology:
    • Quality: How does the methodology or approach compare to best-in-class?
    • Consistency: Is this practice applied in depth? Is this done as a one-off or on a consistent basis?
    • Coverage: How widely is the practice adopted or observed across the organization?
  • What are the ratings associated with the CX Roadmap assessment? What does each rating mean?

    There are four possible ratings. Ratings are given at the overall company level, pillar level, and across each of the proprietary 65 standards. Ratings are as follows:
    • 3 stars: Demonstrated all key principles - quality, consistency, coverage as is relates to best-in-class
    • 2 stars: Meets some of the key principles across quality, consistency, and coverage, but not all
    • 1 star: Has started to build capability in this area but lacks quality, consistency, coverage
    • Below standard: No evidence or standard not in place
  • Is internet access required?

    Yes, an internet connection is required to log in and view your online course. All courses offer a range of multimedia features, and we recommend that you have a good broadband or network connection for the optimal experience.

  • What browsers are supported?

      • Web Browsers: We support the current and the previous major release of Chrome, Firefox, Safari, and Microsoft browsers. This currently includes Microsoft Edge and Internet Explorer.
      • Mobile Browsers: Current and previous Android versions; Current and previous iOS versions


  • Which file types are supported?

    • When uploading evidence on the platform, the following file types are supported: .PNG, .JPG, .DOCx, .DOC, .PDF, .XLSx, .PPT, .PPTx, or .TXT. 
    • Please note the platform does not support email and html uploads (.EML, .MSG, .HTML).
    • If you need to submit evidence in the form of an email, please take a screenshot (saved in PDF format) or paste the image directly into a Word document - this method is preferable. 

  • What are the supported languages?

    Currently, English is the only supported language

  • How do I sign-in / login?

    Clients will be sent an email by the NPSx team prompting them to set up their login credentials on the CXRA platform here:
  • How do I update my email address?

    If you need to update your current email address, please reach out to your dedicated Customer Success Manager and let them know your new desired email.

  • How do I update my profile name?

    • Once logged into the platform, navigate to the top-right corner, click ‘Profile’.
    • Here, you can update your first and last name, clicking ‘Save’ to save all changes. 
  • I forgot my password. How do I retrieve it?

    • Once you’ve entered your email address on the accreditation site, click on the ‘Forgot password?’ button below. 
    • You’ll be prompted to enter your email address; upon doing this we will send you instructions to reset your password.


  • How do I sign-in / login?

    • Go to
    • This will prompt you to enter your email & password and click on log in.
    • Choose the option for Kinetics to access our platform.
    • On the pop up window click on link Don't remember your password? to reset your password
  • How do I update my email address?

    To change the email address on your account please reach out to to our support team on [email protected] where they can action this for you.

  • How do I change my password? / I forgot my password. How can I retrieve it?

    • Go to
    • Enter your email address and click on Don't remember your password? and follow the on-screen instructions. You will then receive an email with further instructions to reset your password.
  • Why Kinetics AISM?

    • Time saved running customer analysis
    • Money & investment saved – internal investment to build capabilities is expensive
    • Informs decision making with data (not just an idea that gains consensus)
    • Quantifies the impact of customer experience improvements/initaitives
    • Frees up resources to focus on other enterprise initiatives (e.g. data science doesn’t have to be involved perpetually)
    • Offers single view of customer
  • How many months do we need to go back in terms of journey NPS data/contextual data/operational data/financial data ?

    12+ of NPS/Survey data is ideal (this feeds into accuracy of forecasts so the more we have, the better), best to start somewhere with realization it will get more accurate over time. Contextual data for customer should be a similar time period (i.e. 12+ months). Operational data: 6 months before survey date would be perfect.

  • How does the data get delivered to NPSx especially in cases where there are a large amount of customers

    We receive .txt, csv, xlsx and open in other platforms (e.g python) where we start to inspect the data, etc. For example, we may receive web logs that are 40Mo lines. It requires a more sophisticated platform than excel. We typically create an SFTP site for them to upload to.

  • What makes KineticsSM AI unique

    • First analytics platform built exclusively for CX
    • The only tool going beyond survey data to give the most well-rounded understanding of your customer
    • Strong AI/ML capabilities enabling you to build ‘the future’ of customer intelligence"


  • How do I help fellow CX practitioners and leaders get to know me?

    The best ways to help fellow community members get to know you are:
    1. Complete your profile so others know more about you than just your name
    2. Create a conversation in the Getting Started room to introduce yourself
    3. Like and comment on content so others know what you’re interested in
    4. Start and join conversations in rooms across the community to share your views and connect with others
  • What are rooms?

    Rooms are spaces for sub-communities of the wider CX community. They contain content relevant to the members in question and - more importantly - are home to conversations with like-minded others. Anyone can access rooms and take part in conversations. Simply click on the room you’re interested in to view the content and click into the Conversations tab to see what’s going on.

  • Can I create my own room?

    Only the admin team can create rooms, but we’d love to hear your ideas for new rooms. Reach out to an NPSx Admin with details on your proposed room and we’ll get back to you with our feedback.

  • What are channels?

    Channels are spaces for posts, videos and documents on a specific topic. Visit the channels on the subjects that are of most interest to you. You can read all the latest insights from the NPSx community in the channels.

  • How do I start / join a conversation?

    Conversations take place in rooms, dedicated spaces for special interest groups. Anyone can take part in any conversation in any room. Simply click on the room in question and then the Conversations tab. You’ll either see the active conversations in the room or a message that tells you ‘There are no conversations in this room’. If that’s the case, don’t be shy! Feel free to start a conversation on a topic of relevance to the room in question. Click the “Start a conversation” button and enter your conversation opener, be it a question, an opinion or a link to something interesting, and expand on your opener in the “What’s on your mind?” box. Click Post and wait for the responses to come in! You’ll be notified by email when they do. To take part in an active conversation, click the title of the conversation you want to join and enter your response in the “Leave a reply” box before clicking the Reply button. The person that started the conversation and anyone that has previously taken part will be notified by email about your reply and invited to respond, which you can do by email.

  • How can I find content?

    The latest content is always available on the homepage. But as our community develops, you’ll have access to a wealth of great content on a whole host of subjects. To find what you need, either browse the channels (accessible in the left-hand menu) or rooms or use the search bar at the top of the site to search for content and experts on the subjects that interest you.

  • Can I contact another member directly?

    When you click on a member's avatar anywhere on the site you will see their profile page, which contains a variety of information to help you get to know them better. The best way to communicate with your fellow community members is to start a conversation, which you can do by clicking on the "Start conversation" button under their avatar. Alternatively, you could start a conversation in the relevant room and see who jumps in!

  • What is “following” and why should I do it?

    Following is a great way of making sure you don’t miss out on the expertise that matters to you. By following a feature expert or other community member, you will be notified by email whenever they create content or start a conversation. What’s more, they will be notified by email when you follow them, so it’s a great way to introduce yourself! Wherever you see a member’s avatar, you can either click on the “follow” button alongside or click their avatar to be taken to their profile page, on which you will find a “follow” button. If you don’t want to be notified by email when you are followed, you can opt-out of this email in Notification Preferences in the Account Settings section.

  • What are video panels and how do I have one?

    Video panels are recordable video calls (a bit like Skype) that have three main uses:
    1. To chat with one or more users
    2. To record a video of you talking on a subject of interest to others
    3. To host (and record) a video of a discussion with up to 10 participants on a relevant subject

    You can use video panels to chat with any members of the network.

    • Go to your avatar at the top right-hand of the screen and then select ‘My Video Panels’
    • Click the ‘Create video panel’ icon
    • Give your panel a name and click ‘Save’
    • The panel is now created
    • When you are all ready to join the panel, click on the panel name and the video panel recording screen will open
    • Click the ‘Join panel’ button
    • You may be asked to allow the site to use your camera and / or microphone: give permission to do this
    • After a few moments, your face will appear in the video panel recording area
    • When you are ready to start your discussion, click the ‘Record’ button. Once the icon has stopped scrolling, you are recording your panel
    • Click the ‘Stop recording’ button to stop recording at any time. And click ‘Record’ again if you want to restart!
    • Once you have created your videos, click the ‘Leave panel’ button
    • You will now see a ‘Recordings’ button. Click this to see your videos!
  • How can I delete my post, comment or conversation?

    A post can be deleted by going to your avatar (profile picture) in the right upper corner, then go to "your posts", click on the three dots next to the post you would like to delete and click 'delete'. Or you can go directly to the post, click on 'edit' and press 'unpublish'.
    With a conversation (which you start within a room) or comment (e.g. under a post), it's different - you will need to get in touch with NPSx Community admin and they can block the comment or conversation for you so that it won't appear on the site. Get in touch directly with an NPSx admin using their profile, or drop us an email at [email protected].

  • Is my information public?

    The NPSx Community is a private community for CX leaders and practitioners and not accessible to the public. Your profile (unless you decide to make it private) is viewable by other community members and is a great way to start a conversation or follow others in the community.

  • How do I edit my profile?

    Your profile is your way of helping the network get to know you, demonstrating your expertise and interests and showcasing your contributions. To edit your profile, visit the Edit Profile page under your avatar to the top right of the site. Here you can edit your personal details (name, organization etc.), create your bio, provide contact and social media details (if you like), and more.

  • How do I change my email notifications?

    To edit your email notifications, visit the Account Settings page under your avatar to the top right of the site. Scroll down and click on 'Notification Preferences'. When your notification is switched on, the toggle will appear in bright green. When your notifications are off, this will be indicated by a grey toggle.

  • How do I set / change my profile picture (avatar)?

    Profiles with avatars get more views and they help the community get to know you so make sure you’ve got one! To set or edit your avatar, click on your avatar and go to the “Edit Profile” page. You’ll see the tool for changing your profile picture at the top of the page. Top tip: your Twitter avatar will be the right size for this, so why not use that?

  • Who should I contact if I have problems with the site?

    Please email us at [email protected] or reach out to an NPSx Admin on the community!

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