'Excellent' is how HPC is rated by it's customers according to it's current Net Promoter Score (NPS)
HPC Compressed Air Systems utilises Net Promoter Score (NPS) to assess, monitor and evaluate its performance with regard to customer service, satisfaction and relationships. An NPS of +50 is generally deemed excellent, and anything over +70 is exceptional.
HPC's current NPS is an 'Excellent' 62 which means that the majority of our customers would recommend HPC to other potential customers.
In addition to our NPS question, 'Based on your recent experience with HPC, how likely would you be to recommend HPC to another business or colleague?', we also take the opportunity to survey our customers further by asking additional questions about the levels of customer service that HPC provide.
The topics of these questions include:
- Quality of communication
- Response
- Technical expertise
- Standard of work
- Quality of customer care
- Understanding of needs
- Value for money
- Contract / order compliance
The resulting customer responses to these questions from several hundred completed customer questionnaires are monitored, recorded and reported via a number of pie charts that are regularly reviewed as key performance indicators by HPC (as can be seen below).
What is NPS & how does it work?
The NPS tool aims to measure the loyalty that exists between a provider and a consumer. The provider in this case is HPC and we ask a question of our customers (consumers) through an HPC NPS questionnaire / survey following an order or a service visit.
Net Promoter Score (NPS) is a recognised metric for assessing customer loyalty for a company's brand, products or services. Many companies use NPS as part of their customer relationship management (CRM) strategy because the metric is easy to calculate.
An NPS score can be as low as −100 (where every respondent is a "detractor") or as high as +100 (where every respondent is a "promoter") and NPS scores vary across different industries. However, a positive NPS (i.e., one that is higher than zero) is generally deemed good, a NPS of +50 is generally deemed excellent, and anything over +70 is exceptional.
The Net Promoter Score is calculated based on responses to a single question, for example, 'How likely is it that you would recommend our company/product/service to a friend or colleague?'. The scoring for this answer is most often based on a 0 to 10 scale.
Those who respond with a score of 9 to 10 are called Promoters and are considered likely to make more positive referrals to other potential customers. Those who respond with a score of 0 to 6 are labelled Detractors, and they are believed to be less likely to exhibit value-creating behaviours / recommendations. Responses of 7 and 8 are labelled Passives, and their behaviour falls between Promoters and Detractors.
The Net Promoter Score is calculated by subtracting the percentage of customers who are Detractors from the percentage of customers who are Promoters. For purposes of calculating a Net Promoter Score, Passives count toward the total number of respondents, thus decreasing the percentage of detractors and promoters and pushing the net score toward 0.