NPS Survey Helps Exadel Continuously Improve Client Experience

“How likely would you be to recommend Exadel to others?”

Twice a year we conduct a survey of customers to measure Net Promoter Score (NPS). In our most recent survey, we earned an NPS of 76, a remarkable achievement. For reference, in a recent study, the average NPS for the IT Services industry was 40. 

While it’s important that we get an average NPS across all of our delivery work, it’s even more important to us to listen to each customer and identify areas where we can improve the client experience.

Net Promoter was invented in 2003, and its calculation is simple. Respondents are grouped into three categories: Promoters give a score of 9-10 and are enthusiasts who feel cared for and are so pleased with their experience that they would refer others; Passives give a score of 7-8 and are satisfied since they got what they paid for but nothing more and remain unenthusiastic; Detractors give a score of 0-6 and are disappointed and unhappy with their experience. Subtracting Detractors from Promoters yields the NPS, which ranges from a low of -100 if every customer is a Detractor to a maximum of 100 if every customer is a Promoter.

While straightforward, NPS is an opportunity for us to hear from you while reflecting our commitment to help you achieve your business goals.