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). Our score of 75 was one point lower than 2014; we’re not happy with that. However, we gained ground on our goal to beat Costco since their score went down three points from 2014. 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: *
|Costco **||Department/Specialty Stores||79|
|Network 1||IT Support||75|
|Amazon.com||Retail / E-tail||69|
|Apple iPhone||Consumer Brands/ Electronics||63|
|Charles Schwab||Financial Services||52|
|Uber||Software & Apps||37|
|Kaiser Permanente||Health Insurance||31|
* Source: Satmetrix 2015 Net Promoter Benchmark Study highlights and npsbenchmarks.com. 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.
** Costco had the highest NPS in the Satmetrix study for 2015.
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.