Results earn ERP systems expert, OneNeck, a World Class Service ranking in customer service.
SCOTTSDALE, AZ. April, 25 2013—OneNeck® IT Services announces its Application Management Division has earned a Net Promoter Score (NPS) of 79 based on a recent customer satisfaction survey conducted internally. OneNeck specializes in Enterprise Resource Planning (ERP) hosted application management, managed hosting services, cloud services and infrastructure services.
OneNeck’s 2012 Net Promoter Score of 79 puts them in the World Class Service ranking according to Frederick Reichheld, widely recognized as one of the world’s leading authorities on business loyalty, the co-developer of The Net Promoter Score, or NPS®, and a member of the Advisory Team at Satmetrix. According to Reichheld, world class companies score between 75-80 percent.
The Net Promoter Score is an industry-standard metric used to gauge the loyalty of a company’s customer relationships by asking a simple question: “On a 0 to 10 rating scale — where 10 is “extremely likely” and 0 is “not at all likely” — how likely is it that you would recommend our company to a friend or colleague?” Based on their responses, customers are categorized into one of three groups: Promoters (9-10 rating), Passives (7-8 rating), and Detractors (0-6 rating). To calculate the NPS, the percentage of Detractors is subtracted from the percentage of Promoters, resulting in the company’s overall score. An NPS of more than 50 is considered excellent.
“We are honored our customers are so willing to recommend our products and services,” said Chuck Vermillion, CEO of OneNeck. “Their willingness to refer their colleagues to OneNeck is truly appreciated. It’s a testament to our team’s commitment to delivering world class service and providing a total solution based on accountability and dependability. That’s what we built our name on and what distinguishes us as a primary resource for our customers’ IT outsourcing needs.”
The Net Promoter Score is a straightforward approach to helping companies understand customer loyalty. It’s easy to understand, administer and calculate. And, it shows a strong correlation between a company’s growth rate and the percentage of its customers who are Promoters. Many companies use the NPS customer satisfaction survey, including Sony, American Express, Honeywell, and Trader Joe’s.
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