NPS: DQE’s Support department scores an outstanding 9.55!
The Net Promoter Score, a key indicator for assessing customer satisfaction and loyalty, reflects a high level of customer satisfaction at DQE. Discover the importance of NPS and its calculation method.
NPS, an essential performance indicator
The Net Promoter Score (NPS) is the benchmark indicator used for measuring customer satisfaction and loyalty. This simple yet effective approach enables companies to better understand how their customers see them, while identifying areas for improvement.
Fred Reichheld, a strategy consultant known for his work on customer loyalty, proposed this indicator in December 2003 in his article, “The One Number You Need To Grow”.
Customer service and marketing departments adopted NPS quickly, and it has become an essential tool. It is appreciated for its simplicity in terms of interpretation, and for being a metric that is easy to track over time. Today, companies’ NPS scores are often publicly available, offering consumers transparency on customer satisfaction.
Calculating NPS
To calculate DQE’s NPS, customers answer the following question: “How likely would you be to recommend the DQE solution to someone close to you?”
The respondents give a score between 0 (not at all likely) and 10 (very likely). Based on their scores, customers are segmented into three categories:
- Promoters: score between 9 and 10
- Passives: score between 7 and 8
- Detractors: score between 0 and 6
The Net Promoter Score is calculated as follows:
1. Convert the number of responses per category into percentages
2. Subtract the percentage of detractors from the percentage of promoters
DQE’s NPS score reflects a very high level of customer satisfaction
We’re delighted to share the news of our remarkable 9.55/10 Net Promoter Score (NPS)!
For DQE, this result reflects a very high level of customer satisfaction. With a majority of maximum scores and no score below 8, it’s clear that our users greatly appreciate the quality of the answers provided by our Support team.
This recognition reinforces our commitment to providing customer support that is responsive and of high quality.
We thank our customers for their continued support. We are determined to maintain this level of excellence in supporting your data quality projects!
About DQE
Because data quality is essential to customer knowledge and the construction of a lasting relationship, since 2008, DQE has provided its clients with innovative and comprehensive solutions that facilitate the collection of reliable data.
17
Year of
expertise
800
Clients in all
sectors
3Md
Queries per
year
