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SADE Innovations Net Promoter Score (NPS) survey 2022: 92 % đ„đ„
There are many ways to measure customer satisfaction. Likewise, there are many reasons, of which the lamest is probably "well, thatÂŽs just something youÂŽre supposed to do". At SADE, we wanted to carry out a customer survey purely because even if our gut feeling was that weÂŽre actually doing pretty well, is it really so? And where and how can we improve? We wanted to create a set of re-usable questions, not to be used only here and now, but also later, in the next survey rounds, in order to make the results comparable in the future as well. As our indicator, we decided to use the classical NPS (Net Promoter Score). Not just because we ourselves were already familiar with it, but also because our customers know it, too.
The way that the NPS works, is that the questions are answered by using a scale from 1 to 10, and the eventual NPS score is more or less determined by the final question âHow likely is it that you would recommend us to a friend or colleague?â Ratings 0-6 are âDetractorsâ, ratings 7-8 âPassivesâ, and 9-10 âPromotersâ. The results can then vary between -100% and +100%, where the lowest score would reveal that all respondents are Detractors, and the maximum would mean that every single respondent was a Promoter. The benchmark data from the software industry suggests ca. 55% and up to be an excellent result.
So how did we do in our survey? đ€đ
Not bad at all!! We sent a request for feedback to our most important customers with whom we have worked with during this year, and almost everyone responded. And then we practically fell off our chairs: our NPS score was a top-notch 92% !! đ„đ„. Knowing the benchmark data from the software industry, our 92% result puts us right to the top!! Diving deeper into more detailed questions, the answers revealed that especially our expertise, reliable plans and transparency were our most appreciated strengths. It was also important to get feedback about what we could do even better, and this is of course something that we will be sure to pay even more attention to when moving forward đ. Big THANKS to our customers: we wouldnÂŽt be here if it wasnÂŽt for you! Our customers are the reason and the enabler for our existence, and it is our pride and joy to work with you!
The way that the NPS works, is that the questions are answered by using a scale from 1 to 10, and the eventual NPS score is more or less determined by the final question âHow likely is it that you would recommend us to a friend or colleague?â Ratings 0-6 are âDetractorsâ, ratings 7-8 âPassivesâ, and 9-10 âPromotersâ. The results can then vary between -100% and +100%, where the lowest score would reveal that all respondents are Detractors, and the maximum would mean that every single respondent was a Promoter. The benchmark data from the software industry suggests ca. 55% and up to be an excellent result.
So how did we do in our survey? đ€đ
Not bad at all!! We sent a request for feedback to our most important customers with whom we have worked with during this year, and almost everyone responded. And then we practically fell off our chairs: our NPS score was a top-notch 92% !! đ„đ„. Knowing the benchmark data from the software industry, our 92% result puts us right to the top!! Diving deeper into more detailed questions, the answers revealed that especially our expertise, reliable plans and transparency were our most appreciated strengths. It was also important to get feedback about what we could do even better, and this is of course something that we will be sure to pay even more attention to when moving forward đ. Big THANKS to our customers: we wouldnÂŽt be here if it wasnÂŽt for you! Our customers are the reason and the enabler for our existence, and it is our pride and joy to work with you!