In early 2018, Video Conferencing Australia began implementing the Net Promoter Score (NPS) to understand more about our customer’s experiences. While we have used other forms of feedback in the past, we were driven to find a simpler way of measuring customer loyalty that is easier to measure and faster for the customer to complete.
What is NPS?
The Net Promoter Score (NPS) is a customer satisfaction metric developed by Fred Reichheld and Laura Brooks for B2B and B2C companies of all sizes. NPS seeks to understand whether customers of your business will advocate for you in their personal and professional communities, just by asking one simple question – How likely are you to recommend Video Conferencing Australia to a friend or colleague?
How is NPS calculated?
NPS categorises customers into Detractors, Passives or Promoters, depending on the rating they give on an 11 point scale from 0 to 10.
- Detractors are customers who rate between 0 and 6. These customers are not satisfied, and are expected to take their business elsewhere
- Passives are customers who rate 7 or 8. They are generally satisfied, but they can be easily swayed to take their business elsewhere
- Promoters are customers who respond with a 9 or 10. These customers are very loyal, and very likely to recommend the product or service to others
When calculating NPS, the Passives are not counted (this is because Passives have shown no strong bias for or against your organisation, and could easily sway either way.)
The result is obtained by subtracting the percentage of Promoters from the percentage of Detractors, and then multiplying that number by 100. The resulting NPS score should be a number between -100 and 100.
(Promoters – Detractors) / (Number of Survey Responses) x 100 = NPS Score
Our industry-leading Net Promoter Score, as decided by you!
Although we’ve only been using NPS for a short time, we’re proud of the overwhelming positive response. We currently sit at an industry-leading NPS score of +56.
The Video Conferencing Australia Approach
Once you have received your items and we have contacted you to ensure all is working as expected, we send out surveys to our customers asking them how likely they are to recommend Video Conferencing Australia to a friend or colleague from 0 to 10, with an additional option to explain why they gave that score. This extra step allows us to close the loop when it comes to customer feedback and ensure that real steps are being taken to address problems and improve the customer experience.
- If there are no complaints, it doesn’t mean there’s nothing left to improve
- Detailed feedback helps teams become more efficient at implementing improvements. The more detailed the feedback is, the more efficient the team can be at implementing changes. More than that, this represents a great opportunity for the company to acknowledge its strong points.
- Involve the Entire Company in Improving Customer Experience. Regardless of position or department, each employee should understand the importance of our customer experience, and should be able to assist customers with finding a solution to their needs. Through education, our employees will understand what turns Detractors into Promoters, and vice versa.
- Turn Negative Feedback into an Opportunity. Praise and positive feedback should always be celebrated, but the biggest opportunities for growth exist where there are points of friction. Negative feedback should be acknowledged and responded to across the organisation, so that the same problems don’t occur across different departments. At Video Conferencing Australia, this is a pivotal part of our company culture. Team members are taught to become team players, and rely on feedback to help our company grow. When negative feedback is received, it becomes an opportunity to fix a problem, review a process, or examine how we can do better.