The Net Promoter Score is a method we use to gauge how satisfied you are with using One Click LCA. We send out a number of surveys at different intervals which usually have one common question.
- 'On a scale of 0 to 10, how likely are you to recommend One Click LCA'
We sent out such questions after solved queries, participated One Click LCA trainings, published EPDs, completed projects and annually in our Customer Satisfaction Survey. The question and it's answers are extremely important to us, as they provide us with guidance on what we can improve on, and how we can serve our customers even better.
What scores are there in an NPS survey?
When we look at the NPS score we can categorize the responses in three (3) segments. We take feedback (regardless of your provided NPS score) always serious. The majority of updates to the One Click LCA platform have come from provided comments on NPS scores in the email NPS questions or the annual NPS survey.
- Promoters (scores of 9 or 10)
If you score us with a 9 or a 10, this generally means you are happy with One Click LCA, which is great! We put great emphasis on keeping you happy, if you still have any feedback we always welcome this.
- Passives (scores 7 or 8)
If you score us with a 7 or a 8, this means you are satisfied with One Click LCA, however we have not completely blown you away yet. We'd like to find out how we can make sure you enjoy working with One Click LCA every time you do and would love to find out how we can do even better.
- Detractors (scores 0 to 6)
If you score us between 0 to 6 it means you are not happy using One Click LCA, and we promise to do what is needed to make sure we resolve any negative experiences you may have with us! We follow up with every negative NPS rating and appreciate if you engage with us to find out how we can help you.
How do we calculate the NPS score?
The best NPS score is 100, this is what we are aiming for. We subtract the percentage of detractors from the percentage of promotors, the passive scores do not count towards the score.
E.g. if we receive 10 NPS responses in a week, of which 8 are promoters (10s or 9s), 1 is a passive response (8s or 7s) and 1 is a negative response (0-6), we subtract the negative response (10%) from our promoters (80%) and end up with an NPS score of 70.
Where are we at and what is our goal?
While we take into consideration each of the NPS requests we gather during the year (and plan many improvements to the software based on!), the yearly NPS comes from the annual survey.
Last year (2021) our annual survey received an NPS score of 48 (from a couple hundred responses). To us this means we are on the right track, however there is still work to do. Our goal is to get this number up, as high as possible. In order to achieve this all our teams at One Click LCA will work hard to make using One Click LCA a great, easy and efficient experience.
Read up more on how we gather NPS in the following articles:
We gather feedback after every solved customer support query.
We gather feedback with our annual customer satisfaction survey.
We gather feedback from our completed training sessions.
We gather feedback from our completed consulting projects and delivered EPDs through our EPD delivery service.