Since we started Fusion in 2015 we have been very keen to understand what our clients expect of us and the general sentiment towards our service delivery.
Earlier this year, we took the bold move to survey our customer base using the industry proven NPS methodology.
You can read more about NPS© here but in summary, it’s a way of scoring feedback from an audience based on them answering one key question:
“How likely is it that you would recommend [Fusion] to a friend or colleague” with a scale of 0-10
The calculation in the back-end takes the data and formulates a single number which is used as a benchmark, ranging between -100 to +100.
A “positive” score or NPS above 0 is considered “good”, +50 is “Excellent,” and above 70 is considered “world class.”
Generally, if the Net Promoter Score (NPS) is below 0, that is an indicator that your company needs to start understanding and improving your customer satisfaction levels.
If your NPS is above 50, you are doing great! This indicates that your company places customer satisfaction high in priority and has a lot more satisfied customers than dissatisfied ones.
An NPS of 70 or more places you in the list of top customer-centric companies. This most likely means that your customers love you and your company generates a lot of positive word-of-mouth referrals.
We are delighted to announce that our recent NPS survey gave us a benchmark of +70, which we are really proud of.
In addition, many customers gave ‘free-text’ feedback alongside the score which has proven invaluable to improve service delivery and ensure that we are listening.
The entire Fusion team are extremely helpful! I know I can email or call them at any stage with a question and they will answer it and advise me appropriately. I couldn’t ask for any more from them.
Excellent business consultancy service. We have worked very closely with Fusion for a few years now and they have definitely helped our business in reducing costs and increasing revenue.
So, are you listening to your customers? If not, get in touch with Fusion and we can help you put together a solution to benchmark your own NPS score. Once you know your score, you can measure improvement.