Nearly every company claims they have good customer service. We make it a point to know it, because we constantly measure how we’re doing with the only voices that matter: our customers. And we are proud to announce achieving our best-ever Net Promoter Score (NPS) – a “Best in Class” score of 65 placing us head-and-shoulders above most technology firms, including industry leaders.
We are particularly proud of reaching this milestone in 2020, because it confirms our strong commitment to customers during this unprecedented global COVID-19 pandemic. Service Objects has been focused on filling customer needs during this crisis, from responsive product and technical support to an active role in processing COVID-19 data for research and public use. This has not only led to an uptick in our overall NPS rating, but also an increase in customers giving Service Objects the maximum NPS score of 10 over the past several months.
What is NPS?
NPS is the industry’s leading measure of customer satisfaction, and is based around how likely actual customers are to recommend your firm to others. So what does a score of 65 mean? NPS is scored on a scale of -100 to 100, and our score is more than twice that of our industry as a whole (30), and also well above leading firms such as Cisco (38), IBM (27) and Intel (52).
NPS is a particularly good measure of what customers think, because it reflects how people feel about your company overall, particularly their loyalty to your brand. More than two-thirds of the Fortune 500 currently make use of this metric. Moreover, ratings are often made public each year, so it is a good measure of how well companies serve their customers over time, and how they are doing compared with their competition.
At Service Objects, we don’t see achieving high NPS scores as a short-term goal. It isn’t easy to maintain top scores over the long haul, but we take a great deal of pride at getting industry-leading NPS ratings year in and year out – because it reflects the core of how we do business, as well as how much passion our team members bring to work every day. As of 2020, we are now in our seventh straight year of achieving best-in-class ratings from our customers.
Our commitment to customer satisfaction
These consistently high customer ratings are built on a foundation of industry-leading products for contact data quality, 24/7/365 technical support, guaranteed 99.999% uptime and expert implementation assistance – plus a fanaticism on customer service that has made Service Objects the choice of market leaders in technology, finance, retail and many other fields.
Our founder and CEO Geoff Grow puts it well: “Service Objects has been dedicated to providing outstanding customer service since our founding in 2001, to the present day as we’ve validated over 4 billion transactions. Our products are mission-critical to many customers, particularly during the current pandemic, and these ratings reflect our company’s commitment to always being there for our customers.”
We look forward to continuing to give you an unparalleled level of service at all of our touch points – sales, service, support and more – and we’ll be there for you now and into the future.