In today’s customer-driven marketplace, understanding and measuring client satisfaction and loyalty is essential. The Net Promoter Score (NPS) has emerged as a critical metric for organizations looking to gauge their customers’ sentiments and identify areas of improvement. But what exactly is NPS, and why is it so important for companies like Stefanini?
Understanding the NPS Methodology
The Net Promoter Score is a straightforward yet powerful tool that evaluates customer loyalty. It asks a single, pivotal question: “How likely are you to recommend our company to a friend or colleague?” Respondents rate their likelihood on a scale of 0 to 10, and they fall into one of three categories:
- Promoters (9-10): Loyal enthusiasts who will keep buying and refer others, fueling growth.
- Passives (7-8): Satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
- Detractors (0-6): Unhappy customers who can damage your brand through negative word of mouth.
NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, giving a score that ranges from -100 to +100.
How Does Stefanini Perform?
In 2024, Stefanini achieved an outstanding NPS of 73.8, a score that not only surpasses industry averages but also reflects our deep commitment to customer satisfaction and loyalty. This high score is a testament to our ability to deliver consistent value and foster trust with our clients globally.
For comparison, an NPS above 50 is considered excellent, and above 70 is exceptional, showcasing a company’s ability to exceed customer expectations continuously.
Why NPS Matters to Stefanini
At Stefanini, we use NPS as more than just a metric. It’s a mirror reflecting our strengths and opportunities for improvement. As Tania Herrezeel, Marketing Director NA/EMEA/APAC at Stefanini Group, states:
“Using NPS helps us understand customer sentiment and create standout experiences, which are key brand differentiators. I’m proud that, as a company, we listen to customer feedback year after year and continually improve and adapt. This achievement is a result of co-creating with our delivery teams, sales teams, and, of course, our customers.”
Voices of the Customer
Our clients’ voices provide the most compelling insights into why Stefanini’s approach stands out. Here are a few highlights:
“What do I personally like about Stefanini? It’s their nimbleness… their ability to quickly react to changes in business priorities. This adaptability is something we didn’t experience with previous service providers… it’s the people themselves who make the difference.”
“We’ve been moving to Stefanini in April this year, and compared with our previous provider, it’s really a very big difference… Things are running so much better than before… it is about thinking a step beyond, improving and solving issues. And that’s really great!”
“Your approach to partnership with us to move both of our businesses forward in collaboration is a rare thing in today’s market.”
“Stefanini is in the market trend in terms of new technology consultancy.”
Beyond Satisfaction: Building Loyalty
A high NPS score like Stefanini’s doesn’t just signify satisfaction; it represents deep customer loyalty. Promoters are not only satisfied but also engaged, acting as advocates for our brand. Their trust is built through our ability to adapt, innovate, and consistently deliver results.
As we continue to listen to our clients and respond to their evolving needs, NPS will remain a vital indicator of our performance and a driving force behind our commitment to excellence.