I am delighted to share the results of our 2017 Customer satisfaction survey. We asked just 2 questions that are widely used and correlate highly with overall satisfaction. Thank you if you were one of the people who responded from 38 organizations.
Question 1 – Net Promoter Score – Probably the most widely used measure of overall satisfaction, NPS asks “How likely is it that you would recommend Global Integration to a friend or colleague?”. A score of 9 or 10 means you are a “promoter” and enthusiastic about working with us. A score of 7 or 8 is labelled “passive” or neutral (even thought that would be a pretty good score in most contexts). Scores of 0-6 are considered dissatisfied customers.
- Your NPS = your number of promoters – your number of detractors (so passives do not count)
- An NPS that is positive (above zero) is good, +50 is excellent and above 70 is considered “world class”. For comparison with some companies renowned for customer satisfaction, Apple score 70, Amazon 69 and Southwest Air 66.
Our NPS score was 66% – 66% of our customers scored us 9 or 10 and a further 34% scored us 7 or 8 (passives). We are particularly proud that we had zero detractors (6 or lower)
This compares with an industry benchmark of +16 according to Survey Monkey.
Question 2 – Customer Effort Score – Asks “How easy are we to work with as a partner?”
- Here our overall score was 92% which reflects our efforts to be an easy and low maintenance partner to work with.
Whilst we are very happy with these scores there are always areas where we can get even better and we will be responding to some great ideas from our customer about further improvements.
We want to find ways to turn the people who scored us 7 or 8 this time into 9s and 10s next time.
We found the exercise very worthwhile and its given us some good information to continue to improve our customer journey and experience. Next, we will be looking at ways to measure and improve different aspects of the journey in more detail as part of our digital transformation.
If you need to improve in matrix, virtual and digital skills and ways of working and would like to experience working with us, please get in touch.