Of 285 responses, the overall score is 68, which ranks in the “Excellent” category for SaaS industry businesses. Understanding NPS
Scores
NPS is a measure of client satisfaction and how likely somebody is to recommend you to others. With a range between 0 and 10, only scores of 9 and 10 are considered positive, with 6 and below considered negative. A
calculation is done to reach a score between -100 and +100.
Over 50 = Excellent Good Average Poor
From the top down, we’re encouraged to always make life easier for our clients and go that step further than our competition might. Always asking “what more can we do to enhance this clients experience with us” helps us identify and resolve any small issues that a client might be facing”. “All of our team know what if they are asked a question internally, its usually because at the end of the line there is a client with a question that needs helping. Everyone from the CEO to the software developers, who typically have no client contact, understands this. Internally we treat each other as clients and this gets passed onto the client.
Kasia Grajewska
Operations Manager
Social WiFi
While 68 is considered an excellent score, there is still a long way to go to get to the maximum score. The survey was available to everybody from existing clients to trial users, to even cancelled clients. The survey captured all users and gives a fair reflection across the entire breadth of our user base.
CEO of Social WiFi, Paul Webster added that “we will continue to work on increasing this number and working out where we went wrong with our detractors, but also how can we move those people from a 7 or 8 to a 9 or 10. Of course we will continue to develop new features to add value to our clients, but we must also identify other areas. Are we fast enough with our replies, do we communicate on the right channels, are we clear enough with our documentation and User Interface”.