The Results Are In: A World-Class NPS of 82!
We are always looking for ways to improve our service delivery and ensure your experience with us is the best it can be. To help us benchmark our performance and gather valuable insights, we recently ran a customer feedback survey featuring a Net Promoter Score (NPS) question.
From March to May 2022, we sent the survey primarily to our valued customers and also included it in our quarterly newsletter. We’re thrilled to announce that the results are in, and our NPS for 2022 is an outstanding 82!
To provide context, industry experts who created the NPS methodology consider a score of 80 to be world-class.¹ When benchmarking this within the technology and professional services industries, the average score in 2021 was significantly lower: 8 for the tech industry and 17 for professional services in New Zealand.² This places Dynamo6 firmly at the forefront of customer satisfaction.
What Our Customers Are Saying
The primary purpose of this survey was to understand what people like, and what areas might need improvement. We specifically asked for the reasons behind the given ratings, as well as what customers found good and bad about our service.
Here are a few snippets of what you told us:
“Great people who provide great outcomes.”
“Up to date offerings, easy to deal with, responsive.”
“Great fast service, very targeted, you don’t try to do what you don't know.”
“Open clear communication, you know your business, timely responses.”
“Friendly team, fast response, high level of expertise and service.”
These invaluable insights directly inform our continuous improvement initiatives, ensuring we build on our strengths and address areas for growth.
Thank You to Our Community
We extend our sincere thanks to everyone who took the time to provide us with feedback. Your input is crucial to our ongoing success. While beating a world-class score next year is an ambitious goal, we are committed to using your thoughts to continually refine our services and deliver even better experiences.
Understanding Net Promoter Score (NPS)
NPS is a widely recognised customer satisfaction benchmark. It is derived from a single question: “On a scale of 0 to 10, how likely are you to recommend [Company] to a friend or colleague?”
Promoters (9-10) are loyal enthusiasts who will keep buying and refer others.
Passives (7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters.
A Note on Incentives
In the interest of full disclosure, we offered a small incentive (a prize draw for two Google Nest Minis) for survey participants. We took great care in our communications to ensure no leading language was used, and the prize draw was managed to avoid any association between the incentive and a positive review. Our winners were drawn at random and will be contacted this week!
