Advice Centre > A World-Class Net Promoter Score: Express’s Testament to Exceptional IT Support

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A World-Class Net Promoter Score: Express’s Testament to Exceptional IT Support

At Express, we assert that we're more than just an IT support managed service provider (MSP). We view ourselves as your strategic IT partners, guiding your business towards success with our tailored and effective IT solutions.
World-Class NPS

Our commitment to superior customer service is evident in a key indicator – our Net Promoter Score (NPS). Currently, our NPS stands at a remarkable 86, a rating that’s regarded as “world-class” in the industry. But what does this mean, and how have we achieved this feat? Let’s delve a bit deeper.

Understanding the Net Promoter Score

To fully comprehend our high NPS, it’s essential to grasp what the NPS is and its importance. The NPS is a universally acknowledged metric for measuring customer loyalty, asking one simple but powerful question: “On a scale of 0 to 10, how likely are you to recommend our business to a friend or colleague?” Based on their responses, customers are categorised into Promoters (9-10), Passives (7-8), or Detractors (0-6). A higher NPS indicates greater customer loyalty, with a larger number of Promoters actively recommending your business.

Our Journey to a World-Class NPS

Our high NPS score is a testament to our unwavering commitment to top-tier service. It’s this unwavering dedication that has elevated our NPS to 86, positioning us amongst the world’s most customer-focused and esteemed brands.

Our journey to this outstanding NPS was paved with premium IT support, personalised solutions, and an uncompromising focus on satisfying our customers’ needs. Whether we’re fighting cybersecurity threats or optimising operations through Office 365, we always put our customers first.

Context and Insights: Beyond the Score

While a high NPS score is certainly a reason for celebration, it’s the narrative behind the number that truly matters. We aim to understand why our customers rate us so highly by our surveys. These insights help us identify our strengths and potential areas for improvement.

Considering industry benchmarks is another crucial aspect in fully understanding our NPS score. Every sector has different average NPS scores, and it’s important for us to know where we stand compared to our peers in the IT support MSP field.

Commitment to Continuous Improvement

Achieving a world-class NPS score is not the endpoint of our journey. Instead, we see this accomplishment as a springboard towards providing even better services. We continue to listen and learn from our customers’ feedback, consistently fine- tuning our IT solutions to better meet their needs.

An NPS score is more than just a number; it’s a testament to customer loyalty and a strategic tool for improving the overall customer experience. Whether you’re already achieving high scores or just beginning your NPS journey, we’re committed to helping you navigate the path with superior IT solutions and services.

Get in touch with us today to discover how we can support your business in delivering world-class customer experiences. Let’s prioritise customer satisfaction, together.


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