The Unbeatables

Martin Perkins

11th January 2017

Customer Support, Net Promoter Scores, NPS, Unbeatable,

Our customer support team have had a great year in 2016.

How do we know?  Because you’ve told us so.

Firstly, thank you to all who have taken the time to reply to the satisfaction emails that we send to you.  The feedback that you provide to our customer support team (service engineers, applications and trainers) fuels our quest to continuously improve our customer service.

From this feedback, in addition to taking due notice of your suggestions, we also compile a Net Promoter Score (NPS) each month, so that we can track our overall performance.  This number takes into account both the number of favourable and unfavourable responses we receive.

The NP score has a range of -100 to +100 and the closer we get to +100 the better.

In 2016, our support team recorded 12 consecutive monthly NP scores of +100.  It doesn’t get any better than this – it’s an unbeatable performance!

To mark this milestone, I was very pleased to present a certification of appreciation to Alan Lockley, who received the framed document on behalf of the whole support team here at Element.