Cantarus receives a whopping +88 Net Promoter Score® to end 2018 on a high!
2 min read
Cantarus achieved another excellent Net Promoter Score® of +88 in a recent Customer Satisfaction Survey distributed in November 2018. This constitutes a +28-point rise compared to the agency’s previous score and reflects the continuous improvements to the customer experience program and internal processes over a seven-month period. Their newest bump in customer satisfaction came from the last relationship survey, which received an excellent response rate of 26.5%; where the industry standard for the 'technology' sector is around 26%.
Mubin Al-Haddad, Cantarus Customer Success Manager, commented, “Since the Customer Success Team was established two years ago, we have received a series of great NPS scores starting from an initial ‘good’ score of 48 in June 2017 to an ‘excellent’ score of 60 in March 2018. The recent score of +88 is a huge achievement for the team and we thank all our customers for taking the time to submit their feedback on our bi-annual surveys.” For more information on our Net Promoter Score® achievements, read Mubin’s blog article discussing his journey at Customer Success.
Cantarus’ Successful NPS Journey from 2017 to 2018
Based on customer feedback from 2017, Cantarus introduced a full ITSM (IT Service Management) platform; Samanage, which enabled them to service their clients in an organised and process-driven manner.
Using the data from the ITSM tool, Cantarus measured the same time period (March-November 2018) for the transactional survey to validate their +88 score. The average satisfaction score for this period was 96.6%. This is measured ‘per ticket closed’ which gauges if the customer was satisfied with the resolution of the ticket or not.
Cantarus Customer Satisfaction Surveys - Mar ’18 – Nov ‘18 (NPS Transactional Survey
The Net Promoter Score® is calculated based on responses to a single question: How likely is it that you would recommend our company/product/service to a friend or colleague? NPS can be as low as −100 (all detractors) or as high as +100 (all promoters). An NPS that is positive (i.e., higher than zero) is felt to be good and an NPS of +50 or over is excellent.
Net Promoter Scale
According to AskNicely, in the ‘Technology’ industry as well as the ‘Marketing, Advertising, Consulting’ industry, a Net Promoter Score® of 50 and a response rate between 26-27% is considered average, making Cantarus’ Net Promoter Score® of +88 especially commendable.
Excellent Net Promoter Score
Want to learn more about Cantarus’ Net Promoter and customer experience program? Contact Mubin Al-Haddad.
*Net Promoter, NPS, and Net Promoter® Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.