What is an NPS score?
NPS, or Net Promoter Score, is a metric used to gauge customer loyalty and satisfaction. It measures how likely customers are to recommend a company’s products or services to others.
To calculate NPS, customers are typically asked a single question: “On a scale from 0 to 10, how likely are you to recommend us to a friend or colleague?” Based on their responses, customers are categorised into three groups:
Promoters (9-10): Loyal customers who are likely to continue buying and refer others.
Passives (7-8): Satisfied but unenthusiastic customers who might switch to competitors.
Detractors (0-6): Unhappy customers who can harm your brand through negative word-of-mouth.
The NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The score can range from -100 (if every customer is a Detractor) to +100 (if every customer is a Promoter). A higher NPS indicates a more loyal customer base.
What is a CSAT score?
CSAT, or Customer Satisfaction Score, is a metric used to measure how satisfied customers are with a company’s products or services. It’s typically obtained through surveys that ask customers to rate their satisfaction on a scale (commonly 1 to 5 or 1 to 10) after an interaction or purchase.
The CSAT score is calculated by taking the percentage of respondents who answer positively (usually those who give the highest ratings) compared to the total number of responses.
For example, if 80 out of 100 respondents rate their satisfaction as 4 or 5 on a 5-point scale, the CSAT score would be 80%.
CSAT is a straightforward way to gauge customer satisfaction at specific touchpoints and can help businesses identify areas for improvement.
Rockall Safety Scores Big
At Rockall Safety, we pride ourselves on high quality customer service and that’s why we make sure to back that up with genuine customer feedback. Once our customers have used our services, whether that be for gas detection or safety equipment, hires or purchases, we send them a survey to fill in. This survey doesn’t just inform us of where we have gone right, it also tells us of any areas of improvements, so that we can make the necessary changes to ensure our customers are happy going forward.
We have recently collated results fed back to us by customers and are pleased to have received overall positive results, and a positive NPS score.
NPS / CSAT Results
Did you receive the product in line with the lead time?
86.72 / 100 (CSAT)
Did you receive a quick response from Rockall throughout the purchasing process?
94.53 / 100 (CSAT)
Did someone from Rockall Safety recommend a product suitable for your application?
84.38 / 100 (CSAT)
How likely are you recommend our business to a friend or colleague?
88 (NPS)
Why an NPS Score is Crucial
Our NPS score and customer feedback is crucial for our growth and success. It provides valuable insights into what our customers appreciate and areas where we can enhance their experience. We’re thrilled with the positive responses we’ve received, reflecting the hard work and dedication of our team.
However, we recognise that there’s always room for improvement. Our commitment to listening to our customers ensures that we continuously strive for higher standards and innovative solutions. We are excited to build on our successes and further elevate the satisfaction and loyalty of our customers.
See our full range of product today by clicking here
You can also read more about NPS scores by visiting the Qualtrics website here
