I have always said that EvoSwitch needs to be a quality-driven organisation, with robust internal processes for quality improvement. But quality is ultimately judged by the customer, so there is no better indicator than customer satisfaction. That is why I am delighted to announce that we have exceeded our customer satisfaction targets for the third year in a row.
Eric Boonstra, CEO, EvoSwitch
Net Promoter Score
The metric we use for Customer Satisfaction is the Net Promoter Score (NPS). NPS, which is used by more than two thirds of Fortune 1000 companies, divides customers into three categories: promoters, passives, and detractors. Scores can be as low as −100 (everybody is a detractor) or as high as +100 (everybody is a promoter). The critical score is zero, above which the business has more promoters than detractors. An NPS that is positive (i.e. higher than zero) is felt to be good, and an NPS of over +50 is regarded as excellent. It makes me proud to say that EvoSwitch scored over +50 in in the years 2015, 2016 and 2017 with an average of +64..