Service Evolution

We have labelled this “Service Evolution” where initially we use industry leading metrics to benchmark our customer satisfaction level. After researching the marketplace we identified Net Promoter (www.netpromoter.com) as the standard customer service benchmarking tool for all service-focused companies. Through utilising this tool we are able to track improvements in our service levels whilst also tracking our score against leading organisations such as Apple, Google, Amazon, and Virgin Atlantic.

Net Promoter is based on a very simple concept, asking your clients one very simple question 'Would you recommend Orchid IT to a friend or colleague?' Clients then rate their score on a 1 to 10 scale as detailed below:

Each and every six months we carry out a Customer Satisfaction Survey which is completed anonymously via an online surveying tool. Our clients are under no pressure or reward to give us positive results. In fact, even if their feedback highlights potential improvements we could make, we want to hear about them and put them in place.

Using the results from our April 2010 Customer Satisfaction Survey we calculated our Net Promoter Score (NPS). In order to achieve the highest scores our clients must rate us at either a 9 or 10 on the scale. This makes high scores very difficult to achieve and maintain.

• The very best service led organisations consistently achieve ratings of 80+
• The average Net Promoter score across all sectors is just 37
• An NPS over 50 is considered to be an excellent score
• Orchid's first Net Promoter score was 68

We are pleased to say that in our latest survey we achieved an NPS of 68. That doesn't mean we will stop pushing forward with our Service Evolution. We want to continue improving our service levels and our customer experience.