According to fortune.com, “At least two-thirds of the Fortune 1000 use the Net Promoter Score, including most or all of the financial service companies, airlines, telecom companies, retailers, and others. Quietly, steadily, without anyone much noticing, NPS has moved into the C-suites of most big companies and the owners’ offices of thousands of small ones—extending its reach deeply and broadly through the global economy.”
At InfoTrust, we are doing the same and using the score to attain our core values.
You may have heard of Net Promoter Score (NPS), but what is it?
NPS is a way to measure customer loyalty. Sounds simple? It is simple, but it can have huge impacts on how business is conducted. NPS can show customer satisfaction, loyalty, and how likely that relates to company profitability—and therefore the growth of a company.
What can affect an NPS score?
Lots of things can affect your NPS score, like customer service, communication, security, and website performance. But, this last year was unique with COVID-19. According to Qualtrics, the aggregate NPS score across 20 industries dropped 50%. Some of those industries were shut down and thus the score was greatly affected. Others could not keep up with demand during the pandemic or afterwards.
It is also important to look at your score and benchmark against your industry. For example, in the software industry the NPS is 34, but the top leaders like Salesforce have a score of 66. So depending on where your company falls on this line, you would know where or what you need to improve to get ahead on this curve.
What is InfoTrust’s rank?
As of September 2021, InfoTrust’s overall score is 79! That is an increase from 75 in just five months. Senior Brand Manager at Proctor & Gamble Rosi Milenkov wrote on the InfoTrust NPS survey, “I really appreciate the expertise and flexibility of the team!”
While we celebrate the hard work of the entire company, we also continue to put forth effort to use all feedback and create value for our clients.
Digital Marketing Manager at Planet Fitness Lucy Fox described InfoTrust in her NPS survey as a “very knowledgeable team; always there to help and assist with our needs; understands our business needs.”