Support customers’ NPS survey score: 56

Redandblue conducted a Net Promoter Score (NPS) survey for clients in June-August, with a result of 56, which is an excellent score (Bain & Company). Additionally, the average project satisfaction score was 8.7, and the satisfaction with maintenance services was 8.6 (on a scale of 1-10).

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The survey was conducted by contacting our long-term website support customers and asking three questions:

  1. How satisfied were you with the project?
  2. How satisfied are you with the maintenance phase?
  3. How likely are you to recommend us as a service provider?

The contact was primarily made by phone calls, but in some cases via email. During the phone conversations, we also received invaluable verbal feedback about our services, which we have noted to improve our operations in the future.

The research was conducted by our new office assistant, Väinö, and it was also a great opportunity for him, as a new employee, to get to know our clients better:

“A customer satisfaction survey is often a standard in companies, but most of the time, they are automatically sent email surveys and forms, to which the majority never respond. We conducted the survey by phone, which was certainly more labor-intensive and time-consuming, but also much more rewarding. This way, we received significantly more important verbal feedback, not just numbers, and the call often ended with us being thanked for the personal call and appreciated for being genuinely willing to listen and thoughtfully go through the matters.”

Net Promoter Score (NPS) is widely recognized and one of the most common customer satisfaction metrics in the world. The NPS score indicates, on a scale from -100 to 100, how likely a customer is to recommend the company to others. Learn more about the NPS scale.

Support customer service satisfaction

In addition to conducting a larger-scale NPS survey once a year, we continuously monitor the satisfaction of the support requests. In the last 180 days, we have received a total of 68 requests, with a satisfaction rate of 94.1%, meaning we have received positive feedback for 64 of the requests.

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