Making sure we're hitting the mark when it comes to customer satisfaction is a top priority for us. That's why we publish real-time feedback information live on our web site.
We work with Customer Thermometer, a great organisation who help us gauge customer satisfaction (CSAT) and Net Promoter Score (NPS) in our continued effort to be the best we can be at delivering service excellence.
Whilst everyone makes mistakes, and we surely will from time to time, we hope that by publishing feedback from our clients in real-time we can show that not only do we really deliver great service, but we're not afraid to learn from criticism or negative feedback.
A Net Promoter Score has a scale from -100 through to +100. Any NPS score above 0 is 'good, it means that your audience is more loyal than not. Anything above 20 is considered "favourable". Bain & Co, the source of the NPS system, suggest that above +50 is excellent, and above +80 is world class.
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