Understanding Net Promoter Score

Customer metrics are an essential part of our business. Knowing how your clients feel about their experience and being able to create a positive and engaging relationship is vital for a customers' continued growth. At UKFast, we welcome customer feedback after every interaction to let us know just what you think of us.

Our customers aren't just a number. Our dedicated support pods ensure each customer has a dedicated team of experts assigned to them, who get to know their clients inside and out. But when it comes to measuring feedback, the Net Promoter Score (NPS) is an independently defined measure, applied across the industry.

What is NPS?

Net Promoter Score, or NPS, is an aggregated customer satisfaction score based on feedback to the question: "How likely is it that you would recommend our company/product/service to a friend or colleague?"

Feedback scores from 1 to 6 are classed as 'Detractors', 7 and 8 are classed as 'Passives', and 9 and 10 are classed as 'Promoters'.

NPS is calculated by deducting the percentage of Detractors from the percentage of Promoters, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).

Net Promoter Score

% Promoters - % Detractors - NPS (Net Promoter Score)
UKFast is proud to publish its NPS = 83

How do we ensure a good score?

We belive that as long as we look after our customers, our NPS score will take care of itself.

However, there are always aspects of customer satisfaction that can't be captured in numbers. With that in mind, we continuously put in place new ways to make our customers' lives easier and improve their experience with us. We pioneered the dedicated support pod structure, which combines a cross-section of dedicated experts for each customer and an intelligent phone system that automatically routes customer calls to ensure the right person answers your call within three rings.

To further reassure our customers that they are well looked after at all times, we have developed industry-leading SLAs.


Why do we measure NPS

NPS gives us real-time insight into our levels of customer satisfaction which, in turn, provides information on our own performance in serving our customers. By continuously monitoring these results we can detect the impact of any innovations and improvements we make.

Our Net Promoter Score

We are proud to publish our NPS, which currently stands at 83.

The industry average is +7, which makes UKFast's NPS more that 10 times higher.

To get exceptional customer customer service and the solutions, call us on 0800 458 4545 or request a call back today.

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 a 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

Download the Whitepaper

NPS Whitepaper

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