[BLOG] We love our customers. They are fantastic.
We love our customers. They are fantastic. Their continued loyalty and our ongoing commitment to them drives our business forward. As we enter our 21st year in business, this relationship is more important than ever.
We work tirelessly to build lasting relationships with our customers and have implemented a half yearly customer survey over the last 5 years to gain invaluable feedback.
This survey highlights successes but also shows us where we can improve. Most importantly, we act on this feedback to ensure we continue to deliver the best service possible.
The cornerstone to this survey is the Net Promoter Score (NPS).
NPS is a globally recognised customer loyalty metric that measures customers’ willingness to not only return but to also recommend the business to a friend or a colleague. Chances are your business uses this metric too.
It is a key measure of our customers’ perception of Trustco and forms an integral part of our ongoing ISO accreditation success. ISO 9001:2015 is an independent verification of Trustco and demonstrates our commitment to quality, customer service and continuous development.
Our most recent survey took place in April 2019. Trustco’s NPS currently stands at +70.
Is Trustco’s NPS of +70 considered to be good?
In short, yes, it is.
This is fantastic and something we are incredibly proud of.
NPS is a number from -100 to +100. Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for Technology / Computer Hardware is +64.
Tim Cripps, Managing Director commented, “Trustco’s ongoing success is built on strong account management, great pricing but most importantly doing the right thing by the customer. We would like to say a big thank you to all of our loyal customers who take the time to respond to our customer satisfaction surveys which help us be the best we can be.”
Want to join our many customers currently benefiting from great customer service? Call Trustco on 0344 880 1999 or contact us here.
Net Promoter Score (NPS) was developed by (and is a registered trademark of) Fred Reichheld, Bain & Company, and Satmetrix.