Network 1 recently completed its sixth 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 68 was slightly lower than 2016; we’re not happy with that. We used to be chasing Nordstrom (80 in 2016); now we’re chasing Costco.
David Gracey, President of Network 1, shared, “Each year, we receive great feedback by conducting this survey. One area that clients value is being proactive. We listened and have made some changes already, with more coming in the future, so we can consistently deliver proactive advice and technology planning to our clients. We look forward to conducting this survey again in 2018 as we continue to focus on bringing the most value to our clients.”
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:*
*Source: Satmetrix 2017 Consumer Net Promoter Benchmark Study highlights. 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.
While we are pleased with our overall results, we are committed to improving. Costco is good… we want to be better! Network 1 will continue our focus on helping Atlanta businesses achieve greatness through technology, striving to delight our clients at every turn.