Smartsalary July Net Promoter Score at 50%!

About 5 years ago, we decided to introduce the Net Promoter Score (NPS) as a measure of customer satisfaction…well, actually, customer loyalty.  It’s not something we created, it happens to be the leading service metric used by progressive companies.  I think companies like it because a high NPS seems to translate to higher organic growth… perhaps not a surprise, really!

Here’s how it works. A company asks its customers the following question: How likely is it that you would recommend us to a friend or colleague? Customers are asked to answer that question using a 0-10 rating scale, which sounds easy enough – but only scores of 9 or 10 count positively and if you get many scores of 6 or less, you’ll wind up with a negative NPS!

At Smartsalary, our first monthly NPS way back in 2009 was about 21%.  This was a reasonable score, and a good starting point for our journey.

What we’ve found since then is that we were able to increase our score to the low 40s fairly swiftly, but that the 50% mark has been quite elusive – and for good reason! There is one prominent company in Australia with an NPS north of 50%…and that’s iiNet.

But we are pleased to announce that for the first time ever, we cracked the 50% threshold in the month of July… our best monthly result to date. In laypersons terms, here is a breakdown of what a 50% NPS looks like.

NPS score graph (1)

It’s a full circle back to our basic formula here at Smartsalary. We know that super engaged staff drive fantastic customer service, which then leads to positive word-of-mouth referrals, which ultimately drives strong company growth!

Deven Billimoria
Chief Executive Officer

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August 2014
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