Net Promoter Score of 72

Britannic Technologies are delighted to announce that we have achieved a world class NPS (Net Promoter Score) of 72, putting us in the list of top customer-centric companies.

With the average NPS score in the telecoms industry being 24-30, our score of 72 supports our values as a company and reflects the focus we have on our customers and continual improvement.

As our annual Customer Satisfaction survey ends it is good to reflect on change and progress and the impact it has had on our customers. As a company our aim is to always put our customers at the heart of our business. We strive for excellence at every stage of our customers’ journey, understanding our customers’ wants and needs, and ensuring we communicate with them in a way that is best for them. We make sure to give personalised solutions to our customers and will go above and beyond to guarantee they get the expert advice they need at no extra cost. 

Last year we introduced Britannic 2.0, a programme of cultural, process and technological change that puts the customer at the heart of everything we do across the entire organisation. While this is a long-term project it is already paying dividends. We’ve received comments that our people are fantastic. Another saying, “you’ve added value to the business, making life easier and more productive.” And another saying we have “a well-structured methodology for delivering projects on time and at an agreed cost”.

Thank you to our customers who responded. We look forward to working together over the next year.

What is an NPS?

The NPS is a customer satisfaction benchmark to measure and evaluate a customer’s overall sentiment about a brand. This is measured using the ultimate question…

"On a scale of 1-10, how likely are you to recommend us to a friend or colleague?"

 

There are 3 categories in which respondents fall into:

Detractors (0-6): are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Passives (7-8): are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.

Promoters (9-10): are loyal enthusiasts who will keep buying and refer others, fuelling growth.

How is an NPS calculated?

The final NPS is calculated by working out the difference between the percentage of promoters and the detractors. It is a number that ranges from -100 to +100. A score above 0 is considered good.  A score above 50 is excellent and above 70 is considered world-class!

Ideally as a brand you want the majority of your respondents within the promoters category to increase your NPS score, as it provides the best foundation for your customer experience management programme.

Moving Forward

Our focus will always be centred around our customers, and we are happy that this has been translated in our NPS. Moving forward we hope to continue exceeding our customers’ expectations and ensuring that they get the best possible experience working with us.

Being led by our Sales and Marketing Director Jonathan Sharp who made Top 15 CX Professionals, we hope next year our NPS score will increase even further to reflect all the plans we have this year.

Jackie Minta-Jacobs

Content Marketing Executive, Britannic Technologies

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