Our Customer Satisfaction Data is Industry-Leading with live NPS Scores
General NPS Benchmarks
We recognise we operate in a competitive environment where service and value are at the forefront of our customers’ needs. Our core strategy is to provide a superior service, exceed our customers’ expectations and promote self-improvement. That’s why we openly publish our live Net promoter Scores.
In 2017 we embarked on a major program of activity to improve service and value, one of which included investment in our Academy which promotes learning & growth of all our people, aligning them with the values of our company. We are pleased to say since then the customer experience has been at the forefront of our engagements and partnerships externally and internally this has been embedded within our recruitment and ongoing training of our employees. This passion and desire to provide and exceed our customers expectation has additionally realised several years of growth for our organisation.
Knowing what our customers think of our service is of utmost importance to us, every individual in the company is required to receive and solicit feedback from the customers they work with. All staff members must engage their customer to provide feedback through our engagement and experience channels. This is evaluated and reviewed by our Customer Satisfaction Team consisting of members from across the organisation in order to feed into our continuous learning loops and ongoing service and experience improvement plans.
Customer satisfaction KPI’s are an essential component of our ongoing strategy to be “customer centric” and this requires a clear understanding of what our customers think about us and our service. As we collect this information we share this information openly for all to see and we regard this open and transparent view of business a testament to how we perform. Get engaged with us to learn more and let us show you how to improve IT service delivery within your organisation.
The Net Promoter Score (NPS) Scale - What does it mean?
Net Promoter Score (NPS) measures the loyalty that exists between your company and your customers. NPS can be as low as -100 or as high as +100. Simply put, any positive score means that you have more advocates (promoters) willing to recommend you than critics (detractors). -100 means that every one of your customers is a detractor. On the other end of the spectrum, +100 means that everybody is a promoter. Given the NPS range of -100 to +100, a “positive” score or NPS above 0 is considered “good”, +50 is “Excellent”, and above 70 is considered “world-class”. Based on global NPS standards, any score above 0 would be considered “good”.
The NPS is widely used as a benchmarking tool and provides a measure of customer loyalty and satisfaction. It helps companies assess their performance, identify areas for improvement, and track changes in customer sentiment over time. Additionally, the NPS enables companies to compare their scores against industry benchmarks and competitors, facilitating a deeper understanding of customer perceptions and loyalty within the market.
By monitoring and actively seeking to improve their NPS, companies can focus on enhancing customer experiences, increasing customer loyalty, and ultimately driving business growth. The NPS serves as a valuable metric for organisations seeking to measure and improve customer satisfaction and advocacy.
- Provides insights into customer loyalty: NPS measures customer loyalty and how likely they are to refer your products and services to others. This information is important for IT services because it helps them understand how satisfied their customers are with their services and how likely they are to recommend them to others.
- Helps to forecast potential growth and revenue: NPS provides insights into the chance of repeat customers, which allows businesses to forecast the potential growth, revenue, and health of their brand. This information is important for IT services because it helps them understand the potential for growth and revenue based on customer satisfaction and loyalty.
- Helps to benchmark customer satisfaction: NPS is a benchmarking tool for customer satisfaction. This information is important for IT services because it helps them understand how they are performing compared to their competitors and how they can improve their services to meet customer needs.
- Helps to identify issues before they arise: NPS breaks scores down into three customer categories: Promoters, Detractors, and Passives, making it easy to classify a customer’s level of loyalty. This information is important for IT services because it helps them identify issues before they arise and address them proactively.
- Provides a common language for customer satisfaction: NPS gives everyone in a company the same language when referring to customers, making it easy to classify a customer’s level of loyalty. This information is important for IT services because it helps them communicate effectively with their customers and understand their needs.