Net Promoter Score: A client first IT approach
Compared to an industry world class standard of 70, our Net Promotor Score® (NPS) is consistently above 90.
Having a ‘customer first’ approach is important to us. Client feedback helps us to improve and assess your satisfaction of our IT services.
We're breaking down the elements of an NPS score, what it is, and what makes us a stellar Managed Service Provider.
What is NPS?
A Net Promoter Score or NPS is a client satisfaction benchmark that measures the extent to which clients are happy with your service.
NPS Scores fall into three categories
- Scores 0-6 are Detractors
- Scores 7-8 are Passives, and
- Scores 9-10 are Promoters
NPS Promoters
An NPS score of 9-10 shows clients are engaged and appreciative of what we do and want to give us feedback to reflect this.
NPS Passives
An NPS score of 8-7 indicates indifference. This signals to us that there is a bit more we need to do to improve our approach.
NPS Detractors
An NPS score of 0-6 signals to us that there is a problem with what we do. A detractor score demonstrates you are giving us an opportunity to improve.
How is an NPS Score achieved?
The overall NPS Score is determined by the below calculation:
As mentioned previously, according to Hotjar’s Net Promoter’s Score guide, top-notch companies generally have an NPS of 70 and above. We’re proud to have a consistent NPS score of 90+.
Our NPS score supercedes the reported score of a few major players in the world of commerce, including Netflix with an NPS score of 63, Amazon with an NPS of 73, and Apple with an NPS of 72, in 2023.
We're proud to have earned our bragging rights.
Our service desk team works really hard to make sure we deliver the best IT support we can to our clients. Improving the way we resolve your IT challenges is our top prirority. We're proud our NPS of above 90+ reflects the dedication of our team.
Now you have a clear idea on what NPS is, let’s discuss it’s importance to our clients.
Why is NPS Important?
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Identifies ways to improve our IT support service. NPS feedback helps us to review common issues being faced by our clients. This gives us insight into changes we may need to make internally to refine our approach to mitigate the reoccurrence of issues.
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Gives insight into client satisfaction. Through client feedback, we can effectively benchmark our performance, and ensure we implement strategies to provide you with a cutting edge IT service.
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Helps us prioritise the detractors. Our aim is to mitigate IT issues and challenges faced by our clients. Receiving feedback allows us to spot detractors. This enables us to address issues directly with our clients to ensure a resolution can be derived.
Cutting edge IT Support Services
As a Managed Service Provider, we offer a range of IT support tailored to your business needs. We strive to deliver exceptional IT support to minimise the IT challenges you face and provide strategic IT direction and guidance for your organisation.
Learn more about our IT Support Services