Our customers have spoken in your end-of-year survey. They gave us an industry-leading satisfaction score (NPS) of 60. This puts us in Australia's pinnacle-rated retail era providers.
As the director of POS Solutions, I'm thrilled to share this first-rate news with you, our valued readers.
Industry-Leading Performance
Our Net Promoter Score (NPS) of 60 is in the "excellent" range for customer satisfaction.
This exceptional rating reflects the quality of our POS solutions and service delivery.
To put this in perspective:
- The average NPS for Internet, Software, & Services companies is typically around 9.
- For POS software specifically, our score of 60 is exceptional.
- In the Australian retail POS market, where the benchmark NPS is around 31, we're nearly doubling the industry standard.
Our Journey of Continuous Improvement
We've been tracking our NPS over the years:
- In 2018, our NPS was 40
- Today, it stands at 60
This upward trend demonstrates our dedication to not simply meeting expectancies but exceeding them.
Our Success Stories
Here's what some of our clients are saying in the 2024 survey.
-
Friendly & good services
-
2ND TO NONE
-
Fab service and product
-
Easy to understand and use. It's also awesome that we get support from the POS team when needed.
-
20 years with POS Solutions says it all.
-
YOUR PEOPLE CARE
-
GREAT SERVICE, HELPFUL
-
POSBROWSER HAS BEEN AROUND FOR A LONG TIME AND HAS ALWAYS BEEN THERE FOR THE NEWSAGENCY INDUSTRY AND IS AN EASY TO USE PROGRAMME WITH GREAT BACKUP SUPPORT
-
It's brilliant software.
Our Commitment Moving Forward
While we're proud of our 60 NPS score, we're not resting on our laurels; we are moving forward:
Continued Innovation
We're investing heavily in R&D in retail technology.
Personalised Service
Our team remains committed to providing tailored support for businesses of all sizes.
ROI-Focused Solutions
Our clients have reported increased operational efficiency within the first six months of implementation.
Cheers,
Bernard Director, POS Solutions
Frequently Asked Questions (FAQ)
Q: What does NPS mean?
A: NPS stands for Net Promoter Score. It's the most widely used metric for measuring customer satisfaction with an organisation.
Q: What is a good NPS score in Australia?
A: In Australia, a good NPS score can vary by industry, but generally:
- 0-30 is considered good
- 30-70 is considered excellent
- A score above 70 is considered world-class. For the retail POS industry in Australia, a score above 31 is considered good, making our score of 60 exceptional.
Q: Why do we calculate NPS?
A: We calculate NPS for several important reasons:
- To measure customer loyalty and satisfaction
- To identify areas for improvement in our products and services
- To benchmark our performance against industry standards
- To predict business growth, as higher NPS scores often correlate with increased revenue
- To gather valuable feedback from our customers that can drive innovation and enhancements
Q: How is NPS calculated?
A: For a discussion on NPS, I suggest this page. I do recommend that if you are thinking of using it in your own organisation you do not change it as if you do, you lose comparisons
Q: What's considered a good NPS score?
A: An NPS above 50 is generally considered excellent for most industries. However, the average score for POS software companies is typically around 9, making our score of 60 exceptional.
Q: How does our NPS compare to the industry standard?
A: Our NPS of 60 is significantly higher than the industry average of 9 for Internet, Software, and services companies. It's also nearly double the benchmark 31 for the Australian retail POS market.
Q: What benefits does a high NPS bring to my business?
A: A high NPS indicates strong customer loyalty and satisfaction. It suggests that our POS solutions are reliable, our support is responsive, and our technology is helping to improve your business operations efficiently.
Q: How often do you conduct NPS surveys?
A: We conduct our NPS surveys at the end of the year to track our annual progress.
Q: Can I make my own NPS survey?
A: Absolutely. You will need an email list of your customers or a survey form to hand out. If you need help, I will be happy to help you. A good score for retail is considered 31.
