Here at UKFast, we use Net Promoter Score (NPS) so we can see how happy our clients are with our performance.
What is Net Promoter Score (NPS)?
The Net Promoter Score is a number between -100 and +100. This number represents the level of customer satisfaction; the higher the score, the better.
We first ask our clients one simple question: On a scale from 1 to 10, how likely are you to recommend UKFast to a friend or colleague? We take the percentage of ‘promoters’ (customers scoring with a 9 or 10) and deduct the percentage of ‘detractors’ (customers scoring between 0 and 6).
Since the NPS model was first published by the Harvard Business Review in 2003, the system, developed by Fred Reichheld, has become a global standard metric for rating customer experience.
What is a Good NPS Score?
The NPS is calculated by averaging customer service ratings. Just to get a score above 0 a company must have categorically pleased the majority of its customers.
NPS is widely used in the hosting industry. In the UK, the industry average rarely gets above +10. UK hosting companies perform notoriously badly on customer service.
At UKFast we pride ourselves on having an NPS which is consistently over +70. This means that our customers are 10 times happier than average.
To ensure we’re always moving forward, we use this score as our baseline, and seek to constantly improve it.
Our NPS - What it Means to Us
We’re so proud of our NPS that we post it live on our homepage. Your reviews let us know what we're doing right and where you think we need to improve. Our NPS is a great reflection of the investment we’ve made into award-winning customer service.
Want to Learn More about NPS?
Use of NPS is growing rapidly, but are businesses making the most of this popular metric? In this whitepaper we explore how Net Promoter Score can be used to measure, improve and review customer service.
Read the NPS: Not Just a Number whitepaper and you'll learn:
- What Net Promoter Score (NPS) is and how it works
- How to introduce NPS effectively into your organisation
- Tried and tested methods for using NPS to improve customer service
"UKFast were amazing throughout. The team always want to work with us; they see our problems as their problems and we honestly don't know where we would be without them."