In this year's customer satisfaction survey, seven out of ten customers gave WEBCON BPS a perfect score. Furthermore, the Net Promoter Score® (NPS®) of 89 points makes the platform a sensation in the software industry.
In 2017, 70% of surveyed WEBCON BPS users rated it 10/10! 19% and 8% gave the platform 9/10 and 8/10 respectively. The lowest score submitted was a still high 7/10, and accounted for only 4% of responses. The core question of the survey was: "Would you recommend WEBCON BPS to your friends?" This question was used as the basis for the Net Promoter Score®, used worldwide as an effective tool to measure customer satisfaction with products and services. This year's NPS® score for WEBCON was an incredible 89 points, crushing industry averages!
The results of this year's survey are absolutely amazing, and show us that the work we put every day into the development of WEBCON BPS and the satisfaction of its users is well-targeted - says WEBCON's vice president, Lukasz Wrobel.
The company has been conducting NPS® research for three years now, reaching 81 points in 2015 and 86 in 2016. These results are more than double the average for the software industry, which, according to the Temkin Group, are 41 points.
For us, regular satisfaction surveys are crucial. It is thanks to customer feedback that we have been able to create world-class software that outclasses competing solutions. I am most pleased, however, that despite the excellent results we have achieved over the years, we continue to outdo ourselves and deliver increasing satisfaction to our customers - concludes Wrobel.
Radosław Putek, President of WEBCON, admits that such a high level of customer satisfaction is the result of effectively realizing the company's vision. We continue to invest in product development, adding new functionalities and perfecting the user experience. Our goal is to ensure customer confidence in choosing WEBCON BPS as the primary application platform at their companies. The amount, size and importance of business solutions that are being built today on our platform, without coding, is astounding - says Putek.
The use of the standardized approach offered by the Net Promoter Score® allows for an objective comparison of customer satisfaction when using solutions offered by different manufacturers. That's why the tycoons like Apple, DuPont, Procter & Gamble, GE, General Motors, Johnson & Johnson, PayPal, T-Mobile and Sony are using this method. The particular advantages of this study are its simplicity, and the inclusion of an emotional factor, which is related not only to product use but further word-of-mouth recommendations.
The NPS® indicator is the difference between the percentage of Promoters and Detractors. Promoters are respondents rating the product or service at 9-10. They are completely satisfied with it, highly loyal to the brand, and recommend it to family and friends. The respondents who award 7-8 points are considered Neutrals. They are customers who are relatively satisfied with the services or products of the company, but they can easily transfer their purchasing power to the competition. Detractors are customers who have bad experiences with the company and share them with family and friends. Not only do they not use the services or products of the company, they also discourage others from doing so.
The survey was conducted during WEBCON DAY, an annual meeting of WEBCON BPS clients which took place on May 18-19 in Krakow, Poland.