We have proposed it, we are on the way to excellence, and the results support us. Last September 2021 we did our first NPS survey on our customer base. As we mentioned, the objective was to measure the degree of satisfaction of our customers. And the result was excellent, we achieved an NPS index of 63, which made us feel proud of our service.
At that moment we decided to improve. As we told you in our article, the intention was to continue measuring the NPS index continuously, and thus have the necessary information to improve our services.
The way to excellence with the help of our NPS survey.
We already indicated to you in its day the importance of the NPS index and for this we recommended the contents shown in this article. As we already indicated, the NPS scale can be interpreted as follows.
“NPS can be as low as -100 (everyone is a detractor) or as high as 100 (everyone is a promoter). An NPS greater than 0 is perceived as good and an NPS of 50 is excellent.”
Well, now we have improved our polling process to make it an incremental control tool. What we seek is to have control over customer satisfaction on a constant basis. In this way we will be able to know alerts about points of improvement and management of our clients in real time.
Last September 2021 our NPS indicator was 63, which was an excellent achievement. Well, in just six months, in March 2022 our NPS indicator is 75. Which is a total pride for us. But we don’t plan to stop here, we want to keep improving and we’re going to fight for it.
As we can see in the attached graph, our level of PROMOTERS is very high, currently it is 75% of our clients.
But the most important thing for us is that the 9% of DETRACTORS that we identified in our previous survey have disappeared. This is due to the fact that all of our clients rate us with a value of 7 or higher.
We remind you how the NPS is calculated through a single question, in this article they explain it very well. Although based on the NPS response we have asked another second question to identify areas for improvement and thus be able to continue increasing the satisfaction of our customers.
The most valued and where we should improve.
In the previous survey we identified the points of improvement according to our clients, and we have listened to them. Our purpose is firm, to provide the best service and to be a source of solutions for our clients. We have acted on all the areas for improvement that we already identified in the previous survey, and based on the results we are obtaining, we see that it is the right path. Improvement is our firm purpose and from all our departments we strive for it.
Our customers especially value the speed and our customer service. In addition, the transparency that we give to our actions and the information that we provide in our repairs are two other highly valued points.
But above all, the most important thing for us is to have achieved that in the incremental control carried out during these last 6 months, there has not been a score below 7.
We force ourselves to continue to improve and correct everything we can. It is very difficult to satisfy 100%, but we are going to try.
If you want to know more about our services, contact us through THIS FORM. Surely you can help us on our way to excellence.