Small and medium-sized businesses across the Pacific Northwest appear to be delighted with responsive IT support from EXP Technical. (And of course, we are delighted to serve people through technology!)
Starting in January of 2021, EXP began surveying customer satisfaction and brand loyalty using Net Promoter Score (NPS) methodology.
If you are not yet familiar, the NPS framework features a 2-question survey that first asks, “On a scale of 0-10, how likely are you to recommend EXP Technical to a friend or colleague?” That question is followed by, “What is the primary reason for your score?”
Individual survey responses are read, evaluated, and categorized as they are received. Scores of 9 or 10 are categorized as “promoters.” These are clients that are likely to refer friends and speak highly of the company when asked. Scores of 7-8 are "passive." Scores of 6 or lower are "detractors." They will need special attention and corrective action before they recommend EXP to their friends.
From there, the percentage of detractors (in our case 5%) is subtracted from the percentage of promoters (82% for EXP). This leads to a Net Promoter Score that will fall in a range from one hundred points below zero (-100) all the way up to one hundred points above zero (+100).
Generally, any score below zero indicates that dissatisfaction is endemic. A company with an NPS score below zero likely has customer service problems that could threaten continued operations.
Any score above zero indicates that a company has more promoters than detractors. Zero to thirty is considered "good" in most industries.
Scores in the 30-70 range are "excellent" and an NPS above 70 is "world class."
NPS scores for several famous brands:
Microsoft 45
Apple 47
Facebook -21
Walmart -4
Starbucks 73
Costco 79
Source for above scores: Customer Guru Net Promoter Score Benchmarks for Top Brands.
And the big reveal…
EXP’s net promoter score is currently 77!
This is in the "world class" range along with Costco and Starbucks. Our NPS score compares favorably to brands that are widely respected and enjoy tremendous brand loyalty among their clients.
Of course, it’s difficult to compare NPS from one industry to another. Social media companies like Facebook or Twitter are likely to have a large share of detractors even though they are wildly popular with billions of clients around the world. It may be easier to achieve brand loyalty with a $4 latte than a $150,000 luxury automobile.
Still, this early indication is that EXP enjoys a healthy level of respect from clients and is positioned for rapid growth due to word of mouth.
The number one attribute that our clients appreciate about EXP is that we provide responsive IT support. The comments on recent surveys include:
“I appreciate the level of service we receive and the care and understanding of all who work on and with our system and company.”
“Excellent customer care. Listens and asks great questions to solve problems. Responds quickly. Conducts follow-ups.”
“Everyone is very responsive and very capable.”
“I think you nail my 3 priorities: 1) Deep knowledge base 2) Transparency in cost 3) Timely response.”
“Very Responsive Team.”
“Excellent service!”
“EXP has always been responsive to our needs. Even though we are a small company, we feel as though we are an important client to EXP.”
“Competence and timely responses.”
“Response time is always excellent. Client focused in your engagement. You have the breadth of expertise in Mac and Windows solutions to provide the help we need.”
The process of delivering outstanding service and measuring satisfaction is ongoing. It’s a journey, not a destination.
We’ll continue “Serving People Through Technology” every day to the very best of our ability and we will also continue listening to what our clients have to say about EXP. We trust our clients to tell us what we do well and to speak frankly about where we need to improve. Our overarching goal is to continue to provide "world class" people-focused IT support.
If you are an EXP client, be on the lookout for another NPS survey. You’ll likely receive one in the next 6 months. But there is no need to wait for our inquiry. The lines of communication are always open for you. Don’t hesitate to contact us with questions, kudos, or feedback on areas where we can better support YOU and your business.
We look forward to serving you for years to come.
If you are not yet an EXP client, perhaps you should talk to your neighbors. Odds are good that one of them works EXP Technical and is very, VERY happy with the responsive IT support that we deliver every day.
February 23, 2023
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