Why partner · Customer satisfaction
Live customer satisfaction data: our NPS proves we run at world-class.
We publish our live Net Promoter Score and customer happiness ratings every month - unfiltered, unedited. For seven years our NPS has stayed above 70, the bar Bain & Company calls "world-class", against an industry average of 31.
Updated automatically every month
How we measure satisfaction
Live NPS proves our industry-leading customer satisfaction.
Net Promoter Score (NPS) measures the loyalty between a company and its customers on a scale from -100 to +100. Any positive number means more advocates than critics. -100 means every customer is a detractor; +100 means every customer is a promoter. By industry consensus, any score above 0 is "good", above 50 is "excellent", and above 70 is considered "world-class". Our seven-year average sits above the world-class line.
We recognise that 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 that 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 customer's expectations 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.Customer satisfaction KPIs 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 as 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.
How we work
Last month's scores, straight from Customer Thermometer.
These three feeds come directly from our Customer Thermometer account and refresh every time a customer submits a rating. No screenshots, no edits.
Satisfaction Ratings
Last month
Customer Happiness
Last month
Realtime Net Promoter Score
Last month
Net Promoter ® and NPS ® are registered trademarks of Satmetrix Systems and Fred Reichheld
NPS FAQs
Common questions about Net Promoter.
What is a NPS Net Promoter Score?
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.
What is a good NPS Net Promoter Score?
Net Promoter Score (NPS) is a market research metric that measures customer satisfaction and brand loyalty. A good NPS score is an indicator of customer satisfaction and can vary depending on the industry and the method used to calculate it. Here are some benchmarks for a good NPS score based on the available search results:
- A good NPS score is between 0 and 30
- Scores above 0 are technically considered “good”
- Scores above 20 are considered “favourable”
- Scores above 50 are considered “excellent”
- Scores above 70 are categorised as “world-class”
It is important to note that a good NPS score depends on the industry and the method used to calculate it. While a score above 0 is technically considered “good,” it is recommended to benchmark your score with competitors through the relative method to get a better understanding of where you stand in your industry. Ultimately, a good NPS score is one that is better than your previous score, and your NPS score should always be improving as you make efforts to improve your business and your customers’ experience
Why is a Net Promoter Score important for IT services?
Net Promoter Score (NPS) is an important metric for IT services because it provides insights into customer satisfaction and loyalty. Here are some reasons why NPS is important for IT services based on the available search results:
- 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.
Talk to us
See how we deliver this level of customer satisfaction.
A short call with a Transputec service-delivery lead. We will walk through how our 24/7 UK service desk earns these scores, how we measure them, and what it would take to apply the same model to your environment.