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: *
|USAA **||Home/Content Insurance||80%|
|Network 1||IT Support||76%|
|Apple iPad||Tablet Computers||65%|
* 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.
Here are three of the most popular Tuesday Tips: