The results of our mid-2016 survey are in, and the new NPS (Net Promoter Score®) rating for WEBCON BPS is 86. Last year we received a rating of 81, and are thrilled with our continued improvement and the positive attitude our clients have towards our software solution.
What is the Net Promoter Score?
The Net Promoter Score® is designed to gauge customer satisfaction in an easy way. Expressed as a percentage, it indicates the proportion of a business’s Promoters (loyal enthusiasts) to its Detractors (unhappy customers). It can be illustrated through a simple equation:
NPS® = % Promoters – % Detractors
When asked on a scale of 1-10 whether they would recommend a product or service to their friends or family, Promoters respond with a score of 9–10, and Detractors 1–6. Customers who respond with a score of 7–8 are labelled Passives.
How did WEBCON customers respond? Is 86 a good NPS® rating?
During a survey conducted earlier this year, 66% of WEBCON BPS users gave us the best response we could hope for: 10. In fact, we are proud to say that the lowest score we received was a 7 (Passive), and only once. We are thrilled with the results, as the average NPS® rating for technology and B2B services is 60%, and only 20% for telecommunications!
What else did we learn from our users?
As part of the survey, we also asked our customers about their plans for the future. 64% of the respondents indicated that they intended to increase the involvement of IT in managing their business processes. For them, the most important areas for future BPM implementations were: finances (34%); staff and HR (30%); quality management (29%); and sales and customer relations (25%).
We also asked survey respondents and WEBCON DAY 2016 attendees what they value most about WEBCON BPS. Most often they pointed to its wide range of capabilities and speed in creating applications, as well as its flexibility, ease in making changes, and integration with other systems. Our platform also received high marks for its convenience, intuitiveness, and user-friendliness.