In the fast-paced world of technology, consistent success demands a combination of adaptability, innovation, and an unwavering focus on customer satisfaction. One of the key metrics for evaluating this success is the Net Promoter Score (NPS), which measures the likelihood of customers recommending a company’s services.
For the fourth consecutive year, Stefanini EMEA has achieved a remarkable NPS, with the 2024 score reaching an impressive 73.8. This milestone not only exceeds the IT services market benchmark but also showcases Stefanini’s relentless commitment to delivering unparalleled customer experiences. Over the years, the company has maintained scores above 60, with results of 66 in 2021, 63.4 in 2022, 65.4 in 2023, and now 73.8 in 2024.
Check Our Infographic
Here, we explore what exactly NPS means and the standard approach to calculating this score across the industry.
Calculating Stefanini’s Score
NPS is widely used and has a well-respected approach to measuring customer satisfaction and loyalty. Stefanini’s NPS was calculated based on a process consisting of sending a survey to clients, inviting them to anonymously provide feedback on their experience of working with Stefanini, including whether they would recommend Stefanini to a friend or colleague. This approach provides a standardized measure of customer satisfaction and offers important insight into customer service and retention. The NPS is calculated by subtracting the percentage of people who are less likely to recommend Stefanini from the percentage of people who are very likely to offer a recommendation.
Rik Demeulemeester, Stefanini EMEA VP Business Development, says: “Stefanini’s NPS score of 73.8 is a testament to our commitment to exceeding client expectations. This impressive score reflects the strong endorsement from our customers, who rate their likelihood to recommend us as a 9 or 10 out of 10.
This achievement is a source of pride for our entire team, who consistently delivered for our clients and stood as dependable partners during trying times. We view this score as a motivating milestone, inspiring us to continue building upon our success.”
Voices of the Customer
Clients’ testimonials echo Stefanini’s commitment:
“We’ve been moving to Stefanini in April this year, and compared with our previous provider, it’s really a very big difference and we are very happy with Stefanini. Things are running so much better than before, and the service is so much better than before. It’s not only about delivering the service, which is written down in the contract, 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.”
Building Trust, Driving Growth
Achieving high levels of customer satisfaction requires a strategic approach encompassing the entire customer journey. We are proud to co-innovate with our customers and not only listen but also work closely with them to transform their businesses:
- Understand Customer Expectations: Regularly we collect feedback through surveys then act on those insights to refine services.
- Deliver Outstanding Quality: Ensure our solutions consistently meet or exceed quality benchmarks, offering reliability and excellence.
- Empower Your Team: Train our employees to resolve issues effectively and encourage them to take ownership of customer interactions.
- Maintain Transparent Communication: Foster open communication, promptly addressing concerns and keeping customers informed of changes.
Discover how Stefanini’s technological expertise can elevate your business success today!
