Power to the Promoters: NPS Explained as Stefanini Scores 66

April 26, 2022 by Stefanini

Stefanini EMEA is proud to have achieved a net promoter score (NPS) of +66, which demonstrates the significant proportion of its current clients who would recommend Stefanini’s services.

Stefanini’s NPS is significantly higher than average, which is +32 according to global benchmark data from SurveyMonkey, which accounted for the scores of 150,000 organizations.

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 well-respected approach to measuring customer satisfaction and loyalty.

Stefanini’s NPS was calculated through clients being sent a survey 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 number of people who are very likely to recommend Stefanini from the number who are less likely to offer a recommendation.

The survey also included an open text box, where additional customer comments were shared, including:  “Excellent performance, engaged team, quick to respond to issues raised,” and “Very good partnership, open communication and accessibility.”

Stefanini also received credit for its “professional and proactive problem solving” while another respondent simply stated: “Very happy with the Stefanini services.”

Rik Demeulemeester, Stefanini EMEA VP Business Development, says: “NPS is a longstanding and respected method for truly understanding how successfully a business is meeting its clients’ expectations, which is why we’re delighted with Stefanini’s score. A score of +66 is no mean feat given that only those who rate their likeliness to recommend a business as a 9 or 10 out of 10 are included in a positive score.
We should also note that we received this great score based on our customers’ experience of working with us during the height of the pandemic, with all the disruption this caused. As such, the entire team can be hugely proud of their work to deliver for our clients and act as a reliable partner during even the most challenging times.  We will be sure to use this score as inspiration to further build on our success.”

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