Resultsarein…our2024NPSis65!
Our latest NPS survey results are in, and it's music to our ears. Dive into the details, read the feedback, and learn about our commitment to improvement.
🥁 Drumroll, please…
We're thrilled to announce that Dynamo6 has achieved a Net Promoter Score (NPS) of 65, positioning us among the top performers in our industry.
To add some content to that, we looked at what the clever clogs Bain & Co, who created this customer satisfaction methodology, recon, and checked for New Zealand-based comparisons from research firm Perceptive.1 In professional services, a score of 25 is the average, and from the creators, anything above 50 is considered excellent.2
Overall, our score is a testament to the team’s collective efforts and the quality of our services. But before we dive into the feedback we received, let's define NPS and explain how it's measured.
Understanding NPS
Net Promoter Score (NPS) is a customer loyalty metric. It is valuable because it offers a quick pulse check of overall satisfaction. Customers are asked a single question on a scale of 0 to 10: "How likely are you to recommend Dynamo6 to a friend or colleague?" Because of its simplicity, it can have limitations. NPS relies on recall, so it might not pinpoint specific or recent experiences.
To counteract some of that, we added further questions to the NPS survey to understand the reasoning behind the rating and capture additional feedback on your experiences.
Complementing NPS with CSAT
We also send Customer Satisfaction (CSAT) feedback requests after we’ve completed a support request or small project to gain deeper insights and to help us maintain our high standards. Our current CSAT rating snapshot, counting all the ‘excellent’ and ‘good’ ratings we received, totals 97.4%.
During the same time frame, we met our managed support customers' SLA (service level agreement) rate target 97.8% of the time.3 To add context, our target response time for a high-priority issue (P1) is 2 hours; our average response time was 8 minutes.
Why we score 65
An impressive 69.57% of the survey respondents were Promoters. Here's some snippets of the feedback we received, and the things you like:
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"The people."
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"Strategic technical advice, speed of response."
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"Cool guys and gals that can speak in layman's terms."
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"The team are great to deal with. They respond and fix queries quickly."
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“You are NZ-based, but understand the issues within the IT environment globally."
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"Easy to deal with and good, technically capable people."
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"Easy to work with, and you delivered what we asked while being practical."
Improvement suggestions
Even though we're happy with our high NPS, it’s important to keep improving. Below is an overview of some recommendations you made, which we are looking into:
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Diversity and consumer voice - Our marketing materials should include a wider range of customer viewpoints and opinions, and more of our work should be shared on LinkedIn.
- Enhancing reporting - Raising the level of detail and scope of analytics and data related to managed support services, including the quantity and duration of requests.
Thank you!
Your feedback is incredibly valuable to us. The data we received from the NPS and CSAT surveys provide insightful details about what you love most about Dynamo6 and areas for improvement. We wouldn't be here without your ongoing support. Thank you.
Footnotes
1 Perceptive, ‘2023 NPS Industry Benchmarks: New Zealand’, accessed Sept. 2024. Page 7.
2 Qualtrics, ‘What is a Good Net Promoter Score (NPS)?’, accessed Sept. 2024. The Qualtrics article, referencing Bain & Co. (The NPS® methodology creators) summary of the score interpretation.
3 CSAT and SLA rates refer to our internal data collected from June 2022 to May 2023.