Net Promoter Score (NPS)
The company’s key values of integrity, quality and passion ensures that customers and their needs are at the centre of everything.
To make sure the company can prove this, TES benchmarks itself against the largest, most well-known brands in the world by using the Net Promotor Score (NPS) system.
If you are on this page of the website, it is potentially because TES has asked if you would kindly complete an NPS survey for them. Below is a quick guide to what NPS is and what it means to TES.
NPS is a customer loyalty metric that measures not only how likely a customer is to return for another purchase or service, but also how likely they are to recommend said purchase or service to their family, friends, or colleagues.
It is a powerful and effective technique that can greatly increase a company’s revenue if used properly. The main advantages of NPS are close correlation with a company’s growth and easy collection, interpretation, and communication of the data.
The NPS assesses to what extent a respondent would recommend a certain company, product or service to friends, relatives, or colleagues.
The idea is simple: if you like using a certain product or doing business with a particular company, you often like to share this experience with others. This will hopefully encourage or discourage other people to use this company for their services, depending on the score provided.
NPS is ranked on an 11-point rating scale, ranging from 0 (not at all likely) to 10 (extremely likely).
Depending on the score that is given to the Net Promoter question, three categories of people can be distinguished:
Although the Net Promoter Score is calculated by subtracting the % promoters and the % detractors, the score itself isn’t a percentage, but a number.
It can be worked out by using the equation shown below:
Net Promoter Score is a number from -100 from 100. Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
Therefore, TES has set a very high bar with its score of +52, and as seen previously, this exceeds many of the heavyweights in the technology industry.
In order to maintain this level, or even exceed it, TES will continue doing what it does best: innovating while providing customers with the best possible service and solutions.
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