As every year, we measured our customer appreciation in 2019. This valuation has risen again compared to 2018. Chapeau NDI!
But in 2019, we made a first step towards measuring our customers’ journey through the year. We built in as many contact moments as possible and measured customer satisfaction at various points in time. This method is how we measure our customers’ satisfaction with the completed projects. But we also measure how satisfied they are with a completed case (ticket). An important pillar is satisfaction with KPN ÉÉN. This is very important to us because we are an ‘excellence’ partner of KPN.
We measure all this based on the NPS methodology. The what? The NPS, also known as the Net Promoter Score. This score measures the difference in percentage between dissatisfied customers (detractors, 1-6) and very satisfied customers (promoters, 9-10). The result describes the degree of loyalty of the customer base. In the case of NDI, it is very healthy. To speak in NPS values, a value of +59 (%).
How are other companies doing on the NPS ladder? To make a comparison, many companies nowadays measure the NPS. Coolblue, for example, has a score of +67 (2018), KPN +15 (2019). But it is also possible to achieve a negative NPS value. This value means that as a company, you have more dissatisfied customers than satisfied customers. As a company, it is possible to grow to a score of -100 or +100. A score above ‘0’ is good, which means that the number of customers giving a 9 or 10 is higher than the number of unsatisfied customers (1-6). A score above ’50’ is excellent. From a score of +70, a company gets the rating ‘world class’. NDI hasn’t gotten that far yet, but we are allowed to give ourselves the rating ‘excellent’!
On average, in ICT countries, scores of +15 are rated highly. Put the NDI NPS score against that, and you will understand how well NDI does it. The question is, how is it possible that NDI scores so high? We are a service provider within ICT. Our strength lies in the field of service provision. And the great thing is, that is how our customers appreciate us. Many of our customers purchase more than one service. In many cases our customers contact us regularly; not to tell us how well we are doing, but reporting a malfunction to the service desk, for example. Because there is intensive contact with our customers, we evaluate this contact, and if necessary, improve it, this results in a high appreciation. In the past, we only tested customer satisfaction at the end of the year. By doing this throughout the year, we extract the snapshots from the reviews, which allows us to adjust to received feedback quickly.
The combination of active service, personal approach, frequent measurement and sincere interest in client ensures that our clients rewarded us with an NPS rating of +59!
In 2020 we will continue this way of working, and we want to map out even more contact moments. Together, let’s make 2020 an even greater success. NDI in 2020 to ‘world class’!
Thank you for your appreciation. If you want to share something or want to give your feedback about this blog, then I’d like to hear or read it.
Wouter van Huis
wouter@ndi.nl
088 088 4321