Customer Support Excellence Net Promoter Score
Our Current Net Promoter Score for the Last 30 Days is 89
We use the industry standard Net Promotor Scoring system to measure our support performance.
The Net Promoter Score is an index ranging from -100 to +100 that measures the willingness of customers to recommend a company’s products or services to others. It is used as a proxy for gauging the brand.
NPS can be as low as -100 (everybody is a detractor) or as high as +100 (everybody is a promoter). An NPS that is positive (i.e. higher than zero) is felt to be good, and an NPS of +50 is excellent.
We are currently using this to measure the performance of our customer support team. A survey goes out to the customer once the support case has been closed. The customer is then asked to rate the support received and is given a chance to leave a comment.
What it is and how LapSafe® uses it
At LapSafe®, we use the industry‑standard Net Promoter Score® (NPS®) to measure our after‑sales performance and, most importantly, customer satisfaction. Our aim is simple: to consistently deliver an exceptional customer experience.
Customer feedback plays a vital role in how we operate. It allows us to measure our performance accurately, understand our customer's needs, and continuously improve our products and services. Regularly reviewing this feedback is essential to our ongoing growth and development within the industry.
What is the Net Promoter Score®?
The Net Promoter Score® was introduced in 2003 by Fred Reichheld as a way of measuring how well an organisation is performing from a customer’s perspective. It has since become a trusted benchmark across industries.
We use NPS® because it provides a clear, reliable insight into how our customers feel about LapSafe®. It helps us understand what we do well and where we can improve. Both positive and negative feedback are invaluable, enabling us to reflect, learn, and continually raise our standards.
How is the Net Promoter Score® calculated?
The Net Promoter Score® ranges from –100 to +100 and provides a simple, visible indicator of customer satisfaction.
The NPS® is calculated by:
Taking the percentage of positive responses
Subtracting the percentage of negative responses
Any score above 0 is considered good
A score above 50 is regarded as excellent
What at the benefits of NPS®?
We value the Net Promoter Score® because it gives us a clear and honest reflection of our performance. It not only helps guide our future direction but also allows us to recognise and celebrate the hard work and commitment of our team.
For our customers, providing feedback ensures their voices are heard. Every response is reviewed and considered, allowing us to make meaningful improvements and refine our business model. This ongoing feedback loop helps us ensure that LapSafe® continues to deliver the highest possible standards of service.
Understanding what our customers want and expect from us is fundamental to achieving long‑term satisfaction, and reviewing feedback remains one of the most effective ways to do this.
What Net Promoter Score® does LapSafe® achieve?
We are extremely proud that LapSafe® has never recorded an NPS® below 75, and we regularly achieve scores of 100, with consistent 10 out of 10 ratings for our after‑sales service.
Our NPS® results are shared with our staff on a monthly basis, ensuring transparency and helping everyone understand how their work contributes to the overall customer experience.
As a business, we continually strive to be the best we can be. Receiving positive customer feedback each month is a genuine highlight and provides reassurance that our quality standards are being maintained. This ongoing monitoring of performance is also a vital part of our commitment to ISO 9001:2015 and continuous improvement.