As we shared with you on our April 19th, 2012 blog post, we started using the Net Promoter System (NPS) from the book “The Ultimate Question 2.0” by Fred Reichheld. Since then we’ve received sufficient feedback to calculate a statistically significant Net Promoter Score. We benchmarked this score against some of the best brands in the world.
Our results so far have been impressive – we scored 73% on the Net Promoter Score – joining the ranks of Apple, Amazon and Costco among the leaders of industry with the highest customer satisfaction scores. We’re also excited that we beat Rackspace by almost 20 points in overall customer satisfaction. Granted, our customer base is smaller than each of these companies. We see our challenge as we grow will be to continue to find ways to deliver an exceptional experience for each of our clients.
If you have received and filled out the one-question survey from us, thank you very much. We learn a lot from each of the responses and it helps us achieve our customer satisfaction goals.