Client Survey: 2013 Survey Results

Network 1 recently completed its second 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% – up from 75% in our 2012 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) and were classified as Promoters, Passives or Detractors.  Each client 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 80%
 Costco Department/Specialty Stores 78%
 Network 1 IT Support 76%
 Apple iPhone Smartphones 70%
 Amazon.com Online Services 69%
 Southwest Airlines Airlines 66%
 Apple iPad Tablet Computers 65%
 Trader Joe’s Grocery/Supermarket 63%
 Marriott Hotel 62%
 Netflix Online Entertainment 50%
 Kaiser Health Insurance 35%

 

*    Source: Satmetrix 2013 Net Promoter Benchmark Study of more than 200 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.  Network 1 will continue focusing on helping Atlanta businesses achieve greatness through technology, and striving to delight our clients at every turn.

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