What is an NPS Score?
NPS stands for Net Promoter Score. NPS is often held up as the gold standard customer experience metric. First developed in 2003 by Bain and Company, it’s now used by millions of businesses to gauge the customer’s overall satisfaction with a company’s product or service and the customer’s loyalty to the brand. An NPS score is awarded after a research process that includes exhaustive questioning and interviewing of a company’s customers. After the collection of data, an NPS is calculated and awarded. An NPS can be from -100 to +100.
Any score above a Zero is considered an acceptable NPS. Scores above +50 indicate excellence in customer service and high customer loyalty. A score of 100% is very rare and almost never awarded.
Why did EB Industries get a perfect score?
Our NPS 100 citation mentioned a number of points that lead to our +100% rating.
- Responsiveness: 100% of our customers reported we meet or exceed their expectations.
- Service and Care: 100% of our customers reported we meet or exceed their expectations.
- Ease of Doing Business: 100% of our customers reported we meet or exceed their expectations.
- Design and Production Speed: 100% of our customers reported we meet or exceed their expectations.
- Problem Resolution: 100% of our customers reported we meet or exceed their expectations.
While an NPS rating is based primarily on empirical data, anecdotal data is also collected.
I think more than anything else it is their ability to jump on things and their quickness to solve problems and collaborate.
The people who work there are exceptional. They get things done for us in a timely fashion.
Their final summary was especially telling:
EBI’s value proposition is defined by strong customer service. Lead times, technical expertise, and quality of services also emerged as top strengths.
We credit our customers and our staff
We’re proud of our NPS+100, and we are pleased our customers recognize our work and dedication to making their experiences with EB Industries exceptional.
But the real credit belongs to our people, from the support staff who answer the phones to the technicians who weld the parts, to our shipping specialists that make sure everything gets out the door properly packed and on time. And we also credit our maintenance teams, our engineering staff, our scheduling and logistics people, or quality control inspectors – everyone that works hard at our facility to make sure our customers are getting the best service in the industry.