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Cantarus receives a whopping +88 Net Promoter Score® to end 2018 on a high!

December 2018 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%.

Net Promoter Score of 88

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

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 just to eliminate the sceptics who would doubt 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 from Mar ’18 – Nov ‘18
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
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
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.

Written by Cantarus