What is the NPS (net-promoter score)?
In 2003, Fred Reichheld wrote an article about customer loyalty in the Harvard Business Review. In his article, Reicheld, a management consultant, described the correlation between customer loyalty and sales growth. If your customers are loyal and act as promoters, that will have a positive impact on sales growth. Sounds logical, but if you want to grow something, you also need to measure how much growth you achieve. That led him to develop an unambiguous method of measuring customer loyalty: the Net Promoter Score (NPS). The NPS is often tagged on to customer satisfaction surveys and gives an indication of how loyal and satisfied your customers are.
It centres on one question: "How likely is it that you would recommend us to a friend or colleague?" The respondents can grade this on a scale of 1 to 10. The ones who assign a grade of 9 or 10 are your promoters (fans).
What was Dataplace's NPS in 2019?
Dataplace has undergone an enormous transition over the past two years. We have grown from two locations to five, and our sixth datacenter is under construction. The acquisitions, growth in number of FTEs and construction of a new datacenter have a major impact on our organisation. We were very curious, therefore, as to how our customers perceived Dataplace.
We are proud to report that for 2019 we achieved an NPS of +47, and our customers gave us a rating of 8.3. Our latest acquisition, Dataplace Nedzone, for whom we carried out a separate customer satisfaction survey, was rated as high as 9.
This net-promoter score is extremely high for our industry, and leads us to conclude that we are on the right track. Because the Dataplace team understands very well that hosting your critical ICT infrastructure is a tremendous responsibility that we are committed to meeting with the greatest care.
Thank you for taking part
We would like to thank all our customers for the trust they place in us and the feedback they gave us through the customer satisfaction survey. This is extremely valuable information that we can use to optimise our services going forward.
Follow us in 2020
We understand very well that past performance is no guarantee of future results. That is why we continually strive to improve and work vigorously to create a strong foundation of trust. We have prepared a factsheet to share several important insights from the customer satisfaction survey with you.
Follow us on our social media channels, as we are set to achieve several significant milestones again in 2020!
Please don't hesitate to contact us if you have any questions or comments regarding this survey; we look forward to talking with you.
Download the facsheet here.