A Net Promoter Score (NPS) of 69.9 indicates that our customers are satisfied with the support they are getting. We will use the detailed NPS results to make an already good customer service offering even better.
If you want to know what your customers think of your service, why not simply ask them? This is the philosophy behind Net Promoter Score (NPS), a market research metric designed to gauge customer satisfaction. NPS has become a standard benchmark and is a useful way of gauging your performance against competitors and industry benchmarks – and DEIF is doing quite well: As of January 2023, our global NPS is 69.9.
This is a very good result for an engineering company offering products and services in the B2B market. According to B2B International, average NPS scores for B2B companies are 55 in North America, 38 in Europe, and 22 in Asia Pacific.
How do you calculate your NPS?
In an NPS survey, respondents are asked whether they would recommend your company, product, or service to a friend or colleague, rating the likelihood on a scale from 1 to 10. The NPS is then calculated by simply subtracting the percentage of detractors (respondents providing ratings below 7) from the percentage of promoters (respondents providing ratings of 9 or 10). Results can range from -100 to 100, although these extremes rarely occur in real-world surveys with many respondents.
A 10% response rate and promoters across all three categories indicate that DEIF customers on the whole are very satisfied with the service we offer
Daniel A. Sandgaard