Sometimes you know it all with 1 Question

December 28th, 2015

Measuring customer service is critical to any business, and in 2016 SignaPay is going to implement a proven method for understand where we are today using the “Net Promoter Score” NPS, a one-question survey that gives a company an idea of how its customer’s feel about the products and services they provide.

NPS was developed by Fred Reichheld of Bain & Company nearly fifteen years ago and has been shown to strongly correlate to how fast a company grows in the future.  The beauty of the survey is that it is easy and quick, customers answer a single question: How likely are you to recommend SignaPay to someone you know?

Customers answer with a number between 0 (not likely at all) and 10 (Extremely likely).  Reponses are grouped into three categories and the final score is calculated based on the promoter and detractor categories, the passive responses are ignored.

  • Promoter: Customers extremely likely to recommend SignaPay who give a score of 9 or 10
  • Passive: Customers who give a score of 7 or 8
  • Detractor: Customers who give a score between 0 and 6

The calculation works like this:

  • Number of promoters divided by the total number of respondents
  • Minus the number of detractors
  • Divided by the total number of respondents

This calculation holds constant no matter how large or small the company, regardless of the industry or the location of the business allowing a company to assess their service relative to others in its own industry or across industries.

SignaPay plans to survey our customer base three times in 2016 to establish our NPS score and then continue to understand how it trends.  SignaPay has enhanced customer service in the 4th quarter of 2015 with online support, service ticket management and detailed tracking with a focus on higher NPS scores.  SignaPay tracks customer service every minute of every day and is focused on doing what it takes to have all of our customer be SignaPay Promoters. Check back to see our scores.