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.
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).
% Promoters - % Detractors - NPS (Net Promoter Score)
UKFast is proud to publish its NPS = 88.15
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.
We are proud to publish our NPS, which currently stands at 88.15.
The industry average is +7, which makes UKFast's NPS more that 10 times higher.
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:
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