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.
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.
General NPS Benchmark
So What is Transputec's NPS?
The overall score for internal and external ratings for last month is shown below.
Our goals are to provide affordable, superior service
with high customer satisfaction levels.
The Net Promoter Score (NPS) Scale
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”.
