Using NPS to Measure and Improve Client Satisfaction

At Optix, maintaining strong relationships with our clients is of utmost importance. We understand that to provide the best possible service, it's crucial to have a deep understanding of our clients' needs and feedback. That's why we've implemented a Net Promoter Score (NPS) program to measure customer satisfaction and gather valuable insights into how we can continue to improve.

But, you may be wondering, what exactly is NPS? NPS is a widely used customer loyalty metric that measures the likelihood of a customer to recommend a company's products or services to others. It works by asking customers a simple question: "On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?" Based on the response, customers are categorized as detractors, passives, or promoters.

Promoters are customers who give a score of 9 or 10, indicating they are highly likely to recommend the company.

Passives are customers who give a score of 7 or 8, indicating they are satisfied but may not be as likely to recommend the company.

Detractors are customers who give a score of 0 to 6, indicating they are less likely to recommend the company and may have had a negative experience.

When combined, our NPS feedback gives us an overall score of between -100 and +100.

By gathering and analyzing NPS scores, we can gain valuable insights into our customers' overall satisfaction with our services and identify areas where we can improve. Additionally, NPS provides a clear metric for measuring the success of our customer engagement efforts and can be a useful tool for benchmarking our performance against other companies in the industry.

Our decision to implement an NPS program is part of our commitment to maintaining strong relationships with our clients and providing the best possible service. It aligns closely with our values of "delight, support and engage". By gathering feedback and insights through NPS, we aim to continually improve and provide a high-quality experience for all of our customers.

At present our we are using NPS to survey our retained clients but it will also be rolled out to gather feedback from those we are working with on a project basis. If you have any questions about our NPS program please do get in touch.