Our team has been actively collecting data on our Net Promoter Score (NPS) for close to a year now. When we initially rolled out our campaign we wanted to understand our customer loyalty and what our customers were saying in public to their friends, family and colleagues. What we found a year later was one of great love, and support from our customers. Sure, we hit a few road blocks along the way (every business does), but the majority of customer experiences were really positive.
We consistently track the NPS score for each interaction our team has with our users. If you’ve engaged our team via Live Chat, Phone Call, or E-Mail you will have received an NPS survey in your inbox. From the answers we receive from our users we calculate our score for each team member and the team as a whole.
Not to boast – we are simply just very proud – that our NPS score has consistently been in the 80%s, where it currently sits at 86%. Comparing our score to the info-graphic provided by Hubspot, it’s safe to say our team is doing a great job providing remarkable support for our users.
If you’ve ever filled out the NPS survey we send out, we’d like to give you a very big “Thank You” for taking the time to share your feedback with our team. The surveys are a very important aspect of determining if we’re doing what we’re supposed to be doing for you – providing awesome support.
If you’d like to explore the Net Promoter Score in more detail, we highly recommend checking out The Ultimate Question.