Fri, July 28, 2017
Based on its most recent client survey, Ventrica is proud to announce that its customer satisfaction levels are soaring, as it achieved an impressive Net Promoter Score, (NPS) of 91%.
NPS measures customer experience and predicts business growth. This proven metric has transformed the business world and now provides one of the core measurements for customer experience management programmes around the world.
Ventrica Founder and Managing Director, Dino Forte commented, ‘As an outsourcer, we manage the customer experience on behalf of global brands on a daily basis and have been instrumental in helping them to achieve high NPS scores and Trustpilot ratings. By measuring our own ratings for ‘Brand Ventrica’ the figures show that as a company we would also be highly recommended by our own customers to others. To have achieved this rating so consistently and across the board is brilliant news and is testament to the passion of our people who are all 100% customer focused in everything that they do. A massive congratulations to the whole team.’
The NPS score is calculated by answering a key question, using a 0-10 scale: How likely is it that you would recommend [brand] to a friend or colleague? Respondents are then grouped as follows:
Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fuelling growth.
Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).