04-15-15 | Blog Post

Delivering the Ultimate Client Experience

Blog Posts

In his book “The Ultimate Question,” Fred Reichheld focuses on how a single question can be used to measure and drive your client experience.

The Net Promoter Score is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors. By asking one simple question — “How likely is it that you would recommend [your company] to a friend or colleague?” — organizations can track these groups and get a clear measure of their performance through their customers’ eyes. Customers respond on a 0-to-10 point rating scale and are categorized as follows:

Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others
Passives (score 7-8) are satisfied but unenthusiastic customers
Detractors (score 0-6) are unhappy customers

The NPS score is captured by subtracting the percent of detractors from the percent of promoters and results in a score of between -100 and 100 (the passives don’t count in the NPS score).

One one end of the spectrum (at least in my personal experience) is Comcast, with an NPS score of -3 according to NPS Benchmarks. That means more of their customers are unhappy with their service than are happy and willing to refer others to Comcast.

According to a survey conducted by the Temkin Group, technology firms have an average Net Promoter Score of 23.1. That’s a pretty telling story about tech companies. Are they more worried about the technology than the user experience?

Online Tech’s Net Promoter Score, or NPS, is 90.8. We often say that many of our competitors in the data center business can buy the same technology we have. However, it’s much harder to replicate the people, our culture, or our focus on the client experience.

What an NPS score nearly four times higher than the industry average means is that our customers are telling us that we take care of them. Do you believe your customers would tell you the same thing? A simple NPS survey can help you understand.

We’ve been using NPS at Online Tech for three years now – and each quarter we survey our clients, we learn more about their needs and how we can improve our client experience. If customer experience is something you want to focus on, NPS is a great way to get a baseline measurement on how you’re doing.

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