Network 1 recently completed its third annual client satisfaction survey.  By continuing to use the survey platform, Net Promoter Score, we are able to measure and understand our clients’ experience. We would like to thank our clients for participating and helping us with feedback that we’re using to improve our client services.

We are again pleased to share that our score, compared with top-notch companies in various sectors, was excellent (see table).  We scored a 76:  the same as our 2013 survey.  To explain how the Net Promoter Score (NPS) is calculated, clients evaluated us on a scale of 0 to 10 (with 10 being the highest).  Each client response is classified based on the score they gave us: Promoters equal a 9 or 10, Passives equal 7 or 8, Detractors equal 0 through 6.  The total NPS equals the percentage of Promoters minus the percentage of Detractors (note: Passives are not counted).

Because thousands of companies use the NPS to track customer satisfaction, we are able to measure our client satisfaction against other companies.  As a comparison, here are some of the top NPS companies within various industries: *

Company Industry NPS
 USAA ** Home/Content Insurance 84
 Costco Department/Specialty Stores 82
 Network 1 IT Support 76
 Apple iPhone Smartphones 67
 Vanguard Brokerage Services 65
 Amazon.com Online Services 64
 Southwest Airlines Airlines 62
 Westin Hotel 59
 Pandora Online Entertainment 56
 Discover Credit Card 52
 Kaiser Health Insurance 40

 

*    Source: Satmetrix 2014 Net Promoter Benchmark Study of more than 219 brands across 22 industry sectors.  Unfortunately, we do not have data comparing our score with companies that offer services directly comparable to ours.  If you care to read more about the Net Promoter Score, please visit www.netpromoter.com.

**   USAA Home/Content Insurance had the highest NPS in the study.

While we are pleased with our overall results, we are committed to improving.  Costco is good… but we want to be better!  Network 1 will continue our focus on helping Atlanta businesses achieve greatness through technology, and strive to delight our clients at every turn.

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