We at PASSION4IT have a clear goal: we want to offer our customers the best possible service and keep them satisfied in the long term. But to achieve this, we also need your opinion. Because only if we know what you expect from us, what you value and what you miss, can we constantly improve and offer you what you really need.
That's why we regularly ask you for your feedback. And not just once, but on an ongoing basis. Because we believe that feedback is not a one-off act, but an ongoing process that helps us to constantly adapt and optimize. We not only want to know how satisfied you are with us, but also how loyal you are to us and how likely you are to recommend us to others.
To do this, we use a simple but meaningful method: the NPS score. NPS stands for Net Promoter Score and is a measure of customer satisfaction and loyalty.
The NPS score is determined by asking you on a scale of 0 to 10 how likely you would be to recommend us to a friend or colleague. The higher the number, the more satisfied and loyal you are.
The answers are then divided into three groups: Promoters, Passives and Detractors.
- Promoters are the ones who rate us 9 or 10. They are our most loyal and enthusiastic customers who are happy to recommend us to others and provide us with positive word-of-mouth advertising.
- Passives are those who rate us a 7 or 8. They are satisfied with us, but not particularly loyal or committed. They could easily switch to another provider if they see a better offer.
- Detractors are those who rate us from 0 to 6. They are dissatisfied with us, have had negative experiences and would not recommend us to others. They can even harm us by rating us poorly or talking negatively about us.
The NPS score is then calculated by subtracting the proportion of promoters from the proportion of detractors. The result can be between -100 and +100. The higher the value, the better the customer satisfaction and loyalty. A positive NPS score means that there are more promoters than detractors, a negative NPS score means the opposite.
We ask our customers for their NPS score when they have been our customer for 50 days. This is the time when you have already gained initial experience in joint projects and can form an informed opinion. And then we ask you again every 12 months to see how your satisfaction and loyalty has developed over time. This allows us to identify trends, make changes and always offer you what you need.
The detractors are particularly important to us. Because they are the ones who show us where we still have room for improvement. If you give us a low NPS score, we take this very seriously. We contact you personally to find out what has made you dissatisfied, what we have done wrong and what we can do better. We listen to you, take your feedback on board and initiate improvements. Because we want to learn from our mistakes and constantly improve.
We see feedback from our customers as an opportunity, not a threat. We believe that this is the only way we can grow and develop. We don't want to stand still, we want to achieve ever higher goals. And for this we need you as our partner. Because only with your help can we optimize our service and offer you what you really want.
To illustrate this, we would like to use a metaphor for mountaineering. Because we see ourselves as digital mountaineers who want to keep scaling new peaks. Together with our customers, we form a rope team on the way to the digital summits.
But to be successful, we also need constant training and feedback. We have to keep checking and adapting our fitness, our equipment and our strategy. We need to motivate, praise and criticize each other. We need to be honest, open and respectful with each other. This is the only way we can see ourselves as a team and master new challenges together.
We hope that you can understand this metaphor and identify with us. We want to show our customers how important you are to us and how much we value your feedback. We would like to thank you for placing your trust in us and telling us what you think. We would like to ask you to continue to support us and help us to improve our service. Because this is the only way we can climb ever higher mountains together.
Another great way to support us with feedback is through Google Recessions. Here, too, we appreciate every single one. Click here to go directly to our Google Recessions
