The Net Promoter Score is a customer loyalty metric developed in 2003 by management consultant Fred Reichheld of Bain & Company in collaboration with the company Satmetrix. The objective was to determine a clear and easily interpretable customer satisfaction score which can be compared over time or between different industries. The idea is simple: if you like working with InfraWare, we hope you share this experience with others. Specifically, your account manager will ask the following “ultimate” question: How likely are you to recommend InfraWare to a friend or colleague?
This can be answered on an 11-point rating scale, ranging from 0 (not at all likely) to 10 (extremely likely). NPS is used by many large companies as a customer feedback tool. It gives us an unambiguous number that is easy to understand for all of our team members and is useful as input for us to steer InfraWare in the right direction.
According to Reichheld, the average American company scores less than +10 on the NPS, while the highest performing organizations are situated between +50 and +80. InfraWare is consistently above 90%.
You must be logged in to post a comment.