Tracking customer satisfaction

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Created: Tuesday, 15 June 2021

Written by Tim Nicholls

One important statistic we track is customer satisfaction... using the Net Promoter Score or NPS. This proven metric has transformed the business world and now provides the core measurement for customer experience management programs around the world.

With every email response we invite our customers to score us from 0-10. 0 to 6 is viewed as Negative, 7 and 8 is Neutral, 9 and 10 is Positive. Subtract the Negatives from the Positives and get a percentage score in the range -100 to +100.

In the last year, our Net Promoter Score was +93, an excellent score in our industry according to Retently

We review all the responses to see what we can do to improve our service.

Contact us if you would rate your current IT support anything lower than an 8.