Thank you ServerBeach customers for showing us the love. In our most recent Customer Pulse Study, you gave us a Net Promoter Score of 49, an increase of one point from last year. To put this score in perspective, according to Satmetrix 2009 Net Promoter Industry Reports, among Internet service providers only 3 of the 9 providers received positive scores, with AT&T topping the list at just 11. Adobe led consumer software with a high score of 46, Verizon Wireless led cellular providers at 40, and Apple led computer hardware at an incredible 77.
So, what is a Net Promoter Score (also called Net Referral Score)? It is based on the idea that every company’s customers can be divided into three categories – Promoters, Passives, and Detractors – by asking one question:
How likely is it that you would you recommend ServerBeach to a friend or colleague?
Customers respond on a 10-point rating scale and are categorized as follows:
- Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
- Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
- Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
To calculate our Net Referral Score, the study takes the percentage of customers who are Promoters and subtracts the percentage who are Detractors. This resulted in a score 0f 49 for ServerBeach. A strong customer focus is very important to us. We take all your feedback to heart to further improve our communications, product offerings and support. Thanks to all of you who participated in this year’s study and we won’t stop trying to win you over. That’s a promise.
Filed under: Dedicated Hosting, Hosting | Tagged: 49, adobe, Apple, AT&T, customerservice, detractors, Hosting, net promoter score, net referral score, NPS, passive, referral, satmetrix, ServerBeach, Support, Telecommunications, verizon |