Customer Support Excellence Net Promoter Score

Our Current Net Promoter Score for the Last 30 Days is 73

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.