‘Why is the NPS (Net Promoter Score) not more widespread in our industry?’
Quite obviously customer quotes and references reassure nervous prospects that they’re making the right decision, and we do the same here at Voyager Recruitment Software – but we go further.
For those not aware, the Net Promoter Score is a management tool that can be used to gauge the loyalty of a firm's customer relationships. It serves as an alternative to traditional customer satisfaction research and is much more honest. It’s often correlated with revenue growth and so some feel it’s a sign of a company’s health.
I believe a Net Promoter Score should be high on the list of things a new customer asks about, but sadly it’s typically not.
Four years ago, we started using NPS (Net Promoter Scores) to measure the performance of our Support department. Tracking our NPS has been transformational to our business and service levels.
Whilst we initially adopted it as an internal tool, spotting customer support trends and training issues more recently we’ve been able to model our product and service moving forward.
Software suppliers don’t share unhappy customer stories, but why not?
We all know that not all customers can be 100% happy all the time, but with the average support department getting just 28 points, Voyager’s Support departments score is 60 – over double the industry standard.
Our staff are doing a great job, they know it and we know it and ultimately that means we’re all winners.
Year on year our NPS score has gone up, and it’s down to the honest feedback from happy customers, and the less happy ones.
I know of no other Recruitment Software supplier using or publishing their NPS scores – and it makes me wonder, what are they hiding?
Well, it’s all the unhappy ones.
Paul Thompson, sales director at Voyager Software.