Client Satisfaction: 2016 Survey Results
Network 1 recently completed its fifth 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 good (see table). Our score of 73 was slightly lower than 2015; we’re not happy with that. We used to be chasing Costco (79 in 2015); now we’re chasing Nordstrom.
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: *
While we are pleased with our overall results, we are committed to improving. Nordstrom is good… 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.