Measuring Growth with Net Promoter Score (NPS)

Growth can be defined in many ways and one important element to growth is creating customer value. At Intronis, we have made great strides in terms of listening to our customers; however, we can create even more value by fine tuning and linking our internal processes to our customers and measuring customer loyalty through a Net Promoter Score (NPS). Beginning in December 2008, we will begin rigorously measuring and listening to our customers through NPS. This score will assist Intronis in learning from both promoters and detractors; allowing us to significantly improve the customer experience. What is NPS? Bain & Co., conducted extensive research that one question reliably indicates customer loyalty. We will begin asking every customer, one question: “Given your recent experience with Intronis, how likely are you to recommend our online backup service to your friends or colleagues?” We will closely watch and take all necessary steps to continue to receive a rating of high on the “likely” scale. I encourage you to take the survey and provide us with immediate feedback. The NPS score will be as equally important as our financials and we are committed to becoming not only the first company in the online backup space to start measuring NPS, but are committed to having the highest NPS rating within the software space.

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