It's no secret; we're big on customer service.
We also want to know if we're providing the service our customers expect, or if they think we could do a little more. Your feedback matters; and taking a couple of minutes to fill out a customer feedback survey directly influences our biggest performance indicator - our Net Promoter Score® (NPS®).
N-P-what?
NPS® is a tool for measuring customer service performance and is used by some of the biggest, brightest and most successful companies around the world.
It's measured by determining how likely customers are to recommend a company and its services to friends and family. Based on responses on a 0 to 10 scale, customers are then split into three groups:
- Promoters:
- Customers passionate about the company, pleased with the customer experience and glad to 'talk them up' to others.
- Detractors:
- The opposite. They might have had a bad experience with the company or been disappointed with the customer experience. As a result, they'll tell others to steer clear of the company.
- Passives:
- Customers without an opinion either way. They won't bad mouth a company, but they're not exactly over the moon about the customer experience, either. Think of them as 'fence-sitters'.
NPS® is calculated by subtracting the percentage of detractors from the percentage of promoters. Passives are left out of the equation as they don't tend to mind one way or the other. (Sorry, Passives.)
iiNet and NPS®
We take NPS® pretty seriously.
Our NPS® is measured from the customer feedback surveys we send after each interaction with our Call Centres. We get thousands of responses every month, which we think is great, so keep them coming.
The key to a good NPS® is providing good customer service, which is what iiNet is all about. We try to treat our customers as we'd like to be treated – because when you're happy, we're happy.
Our NPS® performance is also tied into individual staff goals (and our bonuses), so everyone from Customer Service Reps right through to Executives is held accountable for the results.
So how do we stack up?
NPS® has been a key part of our business for several years now and we continue to use your feedback to improve our customer service performance.
Our efforts have also resulted in a few little pats on the back over the years. And while we know awards aren't everything, they are nice and shiny.
