Customer Satisfaction Survey 2018
Customer Satisfaction Survey 2018
The Net Promoter Score (NPS) is a customer satisfaction, customer experience and loyalty indicator that measures the likelihood of customers recommending a company, product or service to a friend or colleague.
Overview:
The Net Promoter Score (NPS) is a customer satisfaction, customer experience and loyalty indicator that measures the likelihood of customers recommending a company, product or service to a friend or colleague.
The NPS is calculated based on responses to the primary question: How likely is it that you would recommend Speedboard to a colleague or another business? The scoring for this answer is based on a 0 to 10 scale.
Respondents are grouped as follows:
Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives (score 7-8) are satisfied customers but are unlikely to actively promote your service.
Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
Subtracting the percentage of Detractors from the percentage of Promoters yields then Net Promoter Score.
We are delighted to report a NPS of 63% following our very first NPS survey conducted in March 2018. The collective score we received is the highest published score in our industry and is significantly higher than the average for all manufacturing sectors.
We engaged an independent consultant to call at least three key customer contacts at each of our customers. These included the CEO, Head of R&D and our daily point of contact.
Key Highlights
- We had a 90% response rate by contact
- We had a 100% response rate by customer
- We had 0 detractors (scores from 0-6)
- We had 16 passives (scores from 7-8)
- We had 27 promoters (scores from 9-10)
This gives Speedboard a Net Promoter Score of 63%
Key Facts and Figures
- Net Promoter Score is a number from -100 to 100
- Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent
- From 679 Manufacturing companies, the average NPS is 57%
- Speedboard are the first Contract Electronics Manufacturer to post a score
- Our NPS is above average at 63%
Data source: https://npsbenchmarks.com – April 2018
“There is always room to improve and we have a great history of continuous improvement. However, we are absolutely delighted with these scores and the positive feedback from our customers. We will now use the data to help identify further opportunities to “wow” our customers over the coming years.” Neil Owen, Speedboard’s Managing Director
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