Just before the summer holiday, we sent our bi-annual net promoter score (NPS) survey to 151 customers we worked with during 2023. The results are in, and we're happy to say it's the best score we've received.
The final score was +85 — a significant improvement on the score of +78 we got at the end of 2022 and the highest score we've seen since we started sending NPS surveys regularly. So, to all the customers who responded — thanks for your feedback!
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In case you need a reminder, Net Promoter Score is a customer satisfaction metric that is always based on the same question, regardless of the company that asks it: "How likely is it you would recommend us to a friend or a colleague?"
Respondents give a score from zero to 10, with zero meaning "not at all likely" and 10 meaning "highly likely". Once the results are in, respondents are categorised as 'detractors', who score from zero to six, 'neutrals', who score seven or eight; and 'promoters', who score nine or 10. Subtracting the percentage of detractors from the percentage of promoters gives you a number somewhere between -100 and 100, which then becomes your Net Promoter Score and gives you an idea of how loyal and satisfied your customers are.
We'll continue to use NPS to survey our customers twice a year and use the results to guide our work. And, of course, we'll carry on publishing the results on our site when they come in. If your company hasn't tried NPS yet, give it a go — and make sure to make your results public when you have them.
Thanks again, and remember to subscribe to The Bulletin if you want the latest news from Zooma sent to your inbox as soon as it's published.
