In today's business world, where competition is fierce and customer expectations are ever higher, quality control has become a fundamental pillar of success. Every aspect of a company's performance must be continuously monitored and improved to ensure not only customer satisfaction but also business sustainability and growth. From product development to customer service, through internal processes, every component must work in harmony to achieve excellence.
In our principles it is written: “the best way to ensure customer loyalty is to be loyal to them”. Not taking actions against their interests. One of the most effective tools for measuring customer loyalty and satisfaction is the Net Promoter Score (NPS). In our company, we not only value feedback from our users, but we also use it as a guide to direct our continuous improvement efforts.
What is NPS?
The Net Promoter Score (NPS) is a metric used to measure customer loyalty to a company. It is based on a single question: "On a scale of 0 to 10, how likely are you to recommend our product/service to a friend or colleague?" The responses are classified into three categories:
- Promoters (score 9-10): Customers who are extremely satisfied and likely to recommend our company to others.
- Passives (score 7-8): Customers who are satisfied but not enthusiastic enough to actively promote our company.
- Detractors (score 0-6): Customers who are dissatisfied and may damage our reputation through negative word-of-mouth.
The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. This score can range from -100 to 100. A positive score indicates that there are more promoters than detractors, while a negative score indicates the opposite.
Our Achievement: An NPS of 66
We are pleased to share with you that we have achieved a Net Promoter Score of 66 over the past 12 months. This result is not only a reflection of our commitment to quality and customer satisfaction but also a testament to the effort and dedication of our team.
To put this achievement in perspective, it is important to compare our NPS with the industry average. According to SaaS industry reports, which include giants such as Adobe, Microsoft, and Google, among others, the NPS ranges from 18 to 44, with an average of 30. Thus, Salesforce has an NPS of 20, Microsoft 31, Atlassian 48, and Google 58. Achieving an NPS of 66 not only places us well above average but also positions us as a leader in terms of customer satisfaction and loyalty within the SaaS sector.
What Does This NPS Mean for Us?
An NPS of 66 is a validation that we are on the right track. It indicates that our customers value what we offer and are willing to recommend us to others. This level of satisfaction and loyalty is crucial for our continued growth and motivates us to keep improving in all areas.
The key to our success lies in several factors:
- Customer Focus: We have always put our customers at the centre of everything we do. We listen to your needs, respond to your concerns, and work hard to exceed your expectations.
- Product Quality: We strive to offer a high-quality product that is robust, reliable, and easy to use. Constant innovation and continuous improvement are part of our company culture.
- Customer Service: Our support team is dedicated to providing exceptional service. We know that a quick and effective response can make a big difference in your experience as a customer.
- Continuous Improvement: We are committed to not settling for the status quo. We use your feedback to identify areas for improvement and develop solutions that add value.
Thank You to Our Users
We want to take this opportunity to thank you. This achievement would not be possible without your support and continuous feedback. Every comment, every suggestion, and every constructive criticism has helped us get to where we are today. We are incredibly grateful for your loyalty and for trusting us to meet your needs.
Our Commitment to the Future
Despite this achievement, we are not complacent. We know there is always room for improvement, and we are committed to continuing to work hard to surpass the excellent results achieved. We will continue to invest in the quality of our products, improve our customer service, and look for new ways to add value for you.
The path to excellence is a continuous journey, and we are excited to have you as a partner on this journey. Together, we will keep building something incredible.
Thank you for being part of our community and for helping us reach this milestone. We look forward to seeing what we will achieve together in the future.