Last month, we completed our annual Net Promoter Score (NPS) survey, reaching out to 148 customers we worked with in 2024. We're pleased to share that our score for this year is +70.
NPS is a widely recognised metric for measuring customer satisfaction. It works by asking one key question: 'How likely are you to recommend us to a friend or colleague?' Respondents answer on a scale from 0 to 10, and we categorise them into three groups:
- Promoters (9–10): Enthusiastic supporters who would actively recommend us.
- Passives (7–8): Satisfied, but not actively promoting.
- Detractors (0–6): Less satisfied customers who may not recommend our services.
To calculate the NPS, you subtract the percentage of detractors from the percentage of promoters, resulting in a score ranging from -100 to 100. A score above 50 is considered excellent, and anything above 70 is outstanding. Our score of +70 shows strong support from our customers but also highlights areas for improvement as we strive for even higher levels of satisfaction.
Here's what some of our customers had to say:
'We have had a long and successful partnership with Zooma, and for me, it's an obvious choice to recommend them whenever the topic of online and marketing agencies comes up.'
'Besides your work, I like the spirit and how you interact with us as clients. Fast, uncomplicated, and barrier-free communication.'
'Dedicated and highly skilled staff working with us to meet our objectives, per brand specifications. Great teamwork!'
Our NPS journey over the years
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Looking back over the six years, it's clear that our NPS has fluctuated but generally remained high. We steadily improved after starting at +67 in 2018, hitting a high of +85 last year. We are following up with our customers on the dip from +85 in 2023 to +70 in 2024 and discussing the feedback.
This consistent use of NPS has helped us track our performance over time and pinpoint the areas where we can continue to enhance our customer experience. It's also why we survey once a year—to ensure we're always in tune with our customers' needs and expectations.
What's next?
This year's results remind us that maintaining high levels of customer satisfaction is an ongoing effort. We'll learn from this year's feedback and make the necessary adjustments to ensure we fulfil expectations in the future. Our customers' insights are critical to our ongoing development, and we take every comment seriously as we evolve.
At Zooma, transparency has always been a crucial part of our approach, and we’ll continue to publish our NPS results openly. Sharing these insights keeps us accountable and shows our commitment to improvement. We also encourage other businesses to embrace NPS to measure customer loyalty and satisfaction and be open with their results.
Thank you to all our customers who took the time to participate. Your feedback helps guide us as we strive to deliver an even better experience in the years to come. We look forward to seeing how these changes will impact next year's score.
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