Net Promoter Score (NPS) and Customer Satisfaction Score

What is Net Promoter Score (NPS) and how does it affect us?

NPS stands for Net Promoter Score.  It is a customer satisfaction benchmark that measures how likely your customers are to recommend your product and services to a friend.  NPS is a typical benchmark companies use to measure, evaluate and improve customer loyalty. NPS is different from other benchmarks, such as customer satisfaction score or customer effort score, in that it measures a customer's

What is Net Promoter Score (NPS) and how does it affect us?

NPS stands for Net Promoter Score.  It is a customer satisfaction benchmark that measures how likely your customers are to recommend your product and services to a friend.  NPS is a typical benchmark companies use to measure, evaluate and improve customer loyalty. NPS is different from other benchmarks, such as customer satisfaction score or customer effort score, in that it measures a customer's overall sentiment about a brand, versus their perception of a singular interaction or purchase.

NPS scores are measured with a survey containing a single question rated between 0 – 10 and reported with a score from -100 to +100, a higher score is desirable.

Respondent’s rate between 0 (not at all likely) and 10 (extremely likely) and, depending on their response, customers fall into one of three categories to establish an NPS score:

• Detractors respond with a score of 0 to 6. These are unhappy customers who are unlikely to buy from you again and may even discourage others from buying from you.

• Passives respond with a score of 7 or 8. They are satisfied with your service but not happy enough to be considered promoters.

• Promoters respond with a score of 9 or 10 and are enthusiastic, loyal customers who will tell their friends about your business and bring in new customers.

What Customer Satisfaction Score (CSAT) means to us and why is it important?

We want to know how satisfied our customers are with our products or services. NPS measures customer satisfaction based on the question: ‘How likely would you be to recommend SOTI service to a colleague or friend? We highly value all ideas and suggestions from our customers, whether they are positive or critical. Our goal is to create the best possible product while ensuring positive customer experience and their feedback play a major role in helping us identify opportunities to improve.

These surveys are based on the following.

• Level of knowledge

• Understanding of the issue

• Professionalism

• Responsiveness

• Effective communication

• Timely resolution

• Effectiveness of the resolution