Managed hosting and cloud provider INetU has built its reputation on exemplary customer service and new survey results from an independent market research firm have confirmed the company is keeping up its end of the deal. Customer analysis indicate INetU has earned a robust +61% Net Promoter Score® (NPS) based on a 2011 customer survey conducted by Direct Opinions, a Certified Net Promoter Loyalty Partner.
“INetU’s Net Promoter Score of 61 is more than 50 percent higher than scores published by our leading competitors,” said INetU president Dev Chanchani. “This validates INetU’s sincere commitment to our customers – not just in words, but in quantifiable responses straight from our customer base. The fact that two out of three INetU customers are considered loyal enthusiasts and are actively referring us to others is a feat we are quite proud of and will strive to improve upon.”
NPS is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors. By asking one simple question — How likely is it that you would recommend [Company X] to a friend or colleague? — Net Promoter can track these groups to form a clear measure of company performance through its customer’s eyes. Customers respond on a 0-to-10 point rating scale and are categorized as follows:
Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
To calculate NPS, the percentage of detractors is subtracted from the percentage of promoters. In a survey of INetU’s customers, 66 percent were promoters (scores of 9-10) and just 5 percent were detractors (scores of 0-6). The sample size achieves a statistically significant confidence level and interval of 95 percent (+/- 5%). INetU’s independent customer survey had a response rate of 43 percent, an exceptionally high figure.
How a company ranks in its own category determines whether a Net Promoter Score is positive or negative, as different industries vary greatly. According to the Satmetrix 2011 Net Promoter® Benchmark Study of U.S. Consumers, the average NPS in the Health Insurance industry is -5 percent, while the average NPS in the auto insurance industry is 35 percent. NPS is relative only to the competitive set from which customers in a specific industry make purchasing decisions.
About INetU Managed Hosting
INetU is a leading managed hosting provider serving customers worldwide. Dedicated to building long-term relationships with its clients, INetU supports many popular Web applications and provides highly reliable hosting for enterprise websites in the Online Retail, Healthcare, Financial Services, SaaS, Web Development, Education, Government, Consulting, and Non-Profit sectors. INetU recently scored a 96.5% customer satisfaction rating and is PCI, SSAE 16 Type II, ISAE 3402 and Safe Harbor compliant. To learn more, visit www.inetu.net.
About Net Promoter®
Net Promoter® is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. Developed by Satmetrix, Bain & Company, and Fred Reichheld, the concept was first popularized through Reichheld’s book The Ultimate Question, and has since been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. The Net Promoter Score, or NPS®, is a straightforward metric that holds companies and employees accountable for how they treat customers. It has gained popularity thanks to its simplicity and its linkage to profitable growth. Employees at all levels of the organization understand it, opening the door to customer- centric change and improved performance. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld. For additional information, visit www.netpromoter.com.