Quality Measured As Standard
Net Promotor Score® - what is it and how is it calculated?
At LapSafe ® we use the industry standard Net Promotor Scoring system to measure our after-sales performance. Our goal is to consistently achieve high customer satisfaction. Customer feedback is important to us as it not only measures our performance, but it helps to keep us abreast of our customers wants and needs.Regular reviewing of our performance is crucial for our growth and development within the industry.
The Net Promotor Score ® was created in 2003 by Fred Reichheld, to measure an organisations performance. We trust and use this method, as it allows us to understand our customers better and what they love about LapSafe ®. Positive and negative feedback is essential for any business, it is a measure of performance and offers the chance for improvement.
How is the Net Promotor Score calculated?
The Net Promotor Score (NPS ® ) can range from -100 to 100 and visibly expresses how happy our customers are.The score is created from a short survey which is sent out to customers automatically once a support call has closed.
We also ask each customer to leave feedback on the support process and they have the opportunity to rate the service they received out of 10 (10 being the highest score).
The NPS® is worked out from subtracting the percentage of negative responses from the percentage of positive responses.
This leaves a final number, the closer this number is to 100 the happier your customers are. Any number over 0 is a good score, and anything over 50 is excellent.
What is the benefit of the NPS®?
We love reviewing the Net Promotor Score ® because it gives us the ability to reflect on our efforts, not only does it give us a sense of direction for the future it also allows us to be proud of our hard work and the effort from our staff.
It is beneficial for customers to review our service because we consider any feedback and can implement essential changes into our business model to make LapSafe ® the best we can be.
To achieve customer satisfaction, we need to understand what our customers want from us therefore reviewing feedback is the most beneficial method to achieve happiness.
What NPS® do LapSafe® achieve?
We are extremely proud at LapSafe ® that our score has never fallen below 75 and we regularly score 100 with constant 10 out of 10 for our after-sales service.
Our score is fed back to our staff monthly so that they can see how well they are performing too.
As a business we strive to achieve the best we can and receiving positive feedback from our customers each month is a real highlight. It also helps to prove that our quality standards are being maintained and that we are continually monitoring our performance. This is vital when working to our ISO 9001:2015 quality standard.
Some of our favorite NPS® comments.
'The whole process was quick and easy’ - Diplomat Self Service™ - MidKent College
'Support from LapSafe® is always top class. Response times excellent and staff always happy to help when we have problems. Although the problems are rare too as the kit is so reliable and robust!' - University Of Lincoln
‘Quick response, friendly and informative’ – Diplomat Self Service™ - University of Hull
‘Good product, first rate support, what more could we want!’- Diplomat Self Service™ - De Montfort University
'Within 30minutes of sending an email requesting help I received a phone call to discuss the problem, within a week an engineer visit had been set, and all solved the next day. Fantastic!’- Mentor™ Range- Imperial college London
‘We've had two LapSafe ®trolleys for over 12 years and, other than having the charging cables changed over a couple of times in order to fit new laptop models, we've never had any problems with the trolleys or needed to call LapSafe® for support or repair. A worry-free laptop charging solution.’ -Mentor ™ Range- BoothFerry Primary School
‘Very efficient, overall very satisfied with the service’ - Blessed Sacrament Primary School – ClassBuddy™ Range
[Find out more about the Net Promotor Score®] (https://www.netpromotersystem.com/about/#:~:text=In%202003%2C%20Fred%20Reichheld%2C%20a,so%20anyone%20could%20apply%20it)