Monitor - evaluate - improve - 21/5/2010

Monitor - evaluate - improve

Thank you very much for taking the time to answer our recent questionnaire. It was one simple question asking you whether you would refer us to your friends or colleagues.

Even though it was only a simple question, the results are incredibly insightful for us and hopefully will improve the service we can offer to you.
Net Promoter
The project was undertaken in order for us to calculate our Net Promoter Score (NPS). NPS is a customer loyalty metric and benchmarking tool used by some very large global organisations to monitor their customer service performance.

Your responses have been evaluated and we are very proud to announce an initial NPS score of 68. Even though we are very pleased with this score it is very much our starting point and something we will be concentrating our efforts on continuously improving.

An NPS score of 50+ is considered to be excellent with the very best service led organisations achieving a score of 75+.

Continuous improvement is the overriding aim of our new company ethos - Service Evolution.

We are making a commitment to you, our valued support client, that we will continually aim to improve our service to you by using three simple principles.

Monitor - Evaluate - Improve

This Framework will ensure we can assess our performance in a structured manner.

We will ask the same, simple question periodically and hopefully by continually improving our service to you we can also improve our NPS score.

In order to address some initial improvements we have already implemented several internal projects including the installation of market leading Service
Desk software and will soon be making new exciting products available to you.

Your Orchid IT Partner Manager will be talking to you about all of this very soon, but if you have any questions in the meantime, please just ask.