Nearly every company claims to offer great customer service. At Service Objects, we take it a big step further, benchmarking our performance every year against the industry-standard net promoter score (NPS) metric. And once again, we are proud to report scores that place us among the top firms in customer satisfaction.
About the net promoter score
The net promoter score is based around a simple question: how likely are you to recommend a company to a friend or colleague? First developed in 2001 by Bain & Company business strategist Fred Reichheld, this proprietary metric categorizes survey respondents into groups of promoters, passives and detractors, based on how they rate this question. NPS is calculated based on the percentage of promoters versus detractors, resulting in a score between -100 and 100.
The importance of NPS lies in how it has become an industry standard for customer satisfaction levels, as well as a benchmark across companies and industries alike. According to survey firm Retently, a “good” NPS score ranges from 30 to 100, with our own market segment of B2B Software and SaaS having an average benchmark NPS of 40 in 2022.
Service Objects’ NPS rating for 2022 yielded an extremely high score of 62, from a survey of over 250 respondents, versus an average score across all industries of 48. To put this score in perspective, this places us in the company of service leaders such as Apple (61), Google (58), and Zappos (57) – and far above industry averages for segments such as retail (33), insurance (34), and banking (46). More importantly, we have now consistently earned these high ratings for almost two decades.
Our commitment to customers
Getting industry-leading customer satisfaction ratings year after year doesn’t happen by accident. For nearly twenty years, our Customer Success Program has helped ensure – as its name implies – the success of our customers, from the moment they start working with us. It features a dedicated Customer Success Manager, scheduled check-ins within the first 60 days, regular consultations with engineers, and usage and strategy reviews. And of course, all Service Objects products come bundled with expert implementation assistance, available 24/7/365 technical support, and the industry’s only financially-guaranteed 99.999% uptime guarantee.
Beyond our formal customer programs, two things are clear from the feedback we get from our annual surveys. First, our friendly product experts, sales professionals and customer service professionals consistently get rave reviews. Many companies talk about having a “service culture,” but our is something we live every day, and it shows.
Moreover, our products are engineered to consistently work well, in mission-critical applications for a customer base that now includes many of the world’s largest corporations, including Microsoft, Amazon, American Express, Sony and many others. For example, we often interview key customers as part of this blog, and guess what the single biggest compliment we often get about our support is? How little our customers need to use it!
This is why we have now processed over six billion transactions and counting. We are proud of our latest NPS ratings, and more importantly, being industry leaders who consistently deliver industry-leading service year after year. Click here to learn more about our mission and core values, and discover how we can help you.