Posted by ConvergeOne on Jan 3, 2019 10:00:00 AM
ConvergeOne prides itself on providing an exceptional customer experience. We team with our customers to develop innovative solutions and deliver consistent services that propel them to the forefront of their industries and position them to be their customers’ champions. By doing so, we hope to become their trusted partner and advisor. One way of measuring whether or not we're succeeding in this effort is to calculate our Net Promoter Score (NPS).
What is Net Promoter Score (NPS)?
NPS is a global standard that determines customer satisfaction and loyalty by asking one simple question:
On a scale from 0-10, how likely are you to recommend ConvergeOne to a friend or colleague?
NPS is calculated by subtracting the percentage of detractors (those who respond with a 6 or below) from the percentage of promoters (those who respond with a 9 or 10). A company’s NPS can range anywhere from -100 to 100, and most companies consider a score above 0 to be adequate because it means that they have more promoters than detractors.
ConvergeOne’s NPS Rises in 2018
For 2018, ConvergeOne received an NPS of 70 — a nine-point increase from our 2016 score of 61. The score stands head and shoulders above the IT services industry benchmark of 33, as reported by NPS Benchmarks Powered by CustomerGauge. Notably, it moves ConvergeOne from NPS’s "Good" category to its "Excellent" category. This validates that our customer-centric approach is resonating with our customers, as they are loyal to us and will actively share positive referrals based on their experiences.
Higher NPS Predicts Growth
Research supports a correlation between higher NPS and business growth. In fact, Bain & Company found that, “On average, an industry’s Net Promoter leader outgrew its competitors by a factor greater than two times.” This was especially true in industries that contain many competitive businesses, as customers have a greater number of choices and the ability to easily switch between providers.
ConvergeOne is proud that it continues to score higher than the industry average, as it is a testament to our dedication to delivering a superior experience, creating Raving Fans, and building lasting relationships. We truly value our customers, and we are delighted to find that they share the sentiment.
ConvergeOne has been reliably serving customers for the past 25 years, and we look forward to maintaining and exceeding our high quality of service for the next 25 years and beyond!
Dig Into Our Success
Visit the ConvergeOne Net Promoter Score webpage to review a selection of our Customer Success Stories and see how we are helping our customers compete and win every day.