What are Net Promoter Scores and why are they important?

Net Promoter Scores (NPS) are used by businesses to measure and track how they are perceived by their customers. It is known industry wide as the gold standard customer experience metric.

It measures customer satisfaction based on one question:
‘How likely is it that you would recommend us to a friend or colleague?”

Customers rate their answers on a 0-10 scale and are grouped in to three different categories with 0-6 viewed as detractors, 7-8 passives and 9-10 promoters. The metric looks at the percentage of the promoters less the percentage of the detractors. Scores can range from as low as -100 right up to 100 and anything over 0 is viewed as a good score.

At PayStream we work hard to ensure all of our customers receive the best possible service which is why we value the feedback we receive and use NPS as our primary measure of customer satisfaction.

However, before we share with you our scores we wanted to highlight the NPS score of some well-known brands, to give you an idea of the kinds of scores other successful companies are achieving:

• Apple - 28
• Amazon – 27
• DHL – 27
• Three – 15
• Royal Bank of Scotland – (minus) 22

So, how have we scored?

We are really pleased to share with you that our limited company service received an NPS score of 40 with our umbrella company service scoring a massive 47.

These results are something we are extremely proud of and show our commitment to delivering exceptional customer service, whilst also ensuring first class compliance by keeping up to date with the latest changes in legislation.

These stats show how happy our customers are with the service they receive. And even though we’re really pleased with this, it is something we are still looking to improve upon.

These amazing NPS scores are just one of the reasons why contractors can count on PayStream for their payroll and accountancy needs.