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.
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.
Knowing what our customers think about us is hugely important to us to ensure we're always exceeding expectations.
Here at UKFast, we use Net Promoter Score (NPS) so we can see how happy our clients are with our performance. We're incredibly proud of our industry-leading - and award winning - 24/7/365 customer service and believe our NPS score reflects this passion.
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:
Our speed boils down to two things; the code and the platform we are hosted on. Partly because of this our products are naturally top of Google despite the fact we invest very little in typical advertising like Pay Per Click.Dan Cluderay, Founder
Your eCloud® solution will be backed by a team of UK-based technical engineers available 24/7/365, plus a dedicated account manager.
We've invested £22m in our UK-based data centres to ensure the highest levels of service, security and performance.
Your solution is only ever housed in our IL4 and ISO-accredited, ultra-secure data centres. And as an exclusively UK-based company, hosting with UKFast offers guaranteed data sovereignty. UKFast is a government approved supplier through the G-Cloud 9 framework.
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