Net Promoter Score
“The customer experience is the next competitive battleground”. - Jerry Gregoire, CIO, Dell Computers
At BAASS, we pride ourselves in making customer experiences our priority.
BAASS utilizes a model called the Net Promoter Score (NPS). NPS uses customer feedback and loyalty metrics to determine the level of customer satisfaction. This successful concept was developed by Satmetrix, Bain & Company, and Fred Richheld and further popularized through the book The Ultimate Question, written by Fred Richheld. Today, many companies worldwide use NPS to measure and improve their customer experience.
Throughout the course of the year BAASS and Sage Software ask for your feedback through surveys that are randomly prompted from your ERP system. From time to time you may also receive a personal call from one of our quality assurance agents to ensure BAASS is always taking care of you. Well above the average organization NPS of 20-25%, BAASS is successfully making their mark with an impressive 61.98% as of 2012 within the technology industry.
How NPS Works
NPS is a straightforward scale that determines how likely a customer would recommend a particular company to a friend or colleague. Customers are divided into three categories, Promoters, Passives and Detractors. The customers are to respond on a 0-to-10 point rating scale which is categorized as the following:
Promoters (score 9-10) are loyal enthusiasts who keep buying and refer their friends to do the same. Passives (score 7-8) are satisfied, but unenthusiastic, customers who are susceptible to competitive offering. Detractors (0-6) are unhappy customers and can damage your brand through negative word-of-mouth.
The company's NPS can then be calculated by simply subtracting the percentage of customers that are Detractors by the percentage of customers that are Promoters.
The BAASS Promise
BAASS strives to build promoters (9 & 10's). Our commitment to this goal has helped us rank within the top 1% of Sage business partners in North America in terms of providing that extraordinary customer experience. Anything less than nine requires our attention and we strive to understand how we can better serve you to meet that expectation.
Satmetrix Systems, I. (n.d.). How to Calculate Your Score. Retrieved from Net Promoter 2.0: http://www.netpromoter.com/np/calculate.jsp