NPS is commonly called the ultimate question in business, and I am sure that you have come across this question. You can read about it here in the Wikipedia.
It is a straightforward, objective, and powerful tool to measure a business client's satisfaction. It gives a widely used number; since it is widely used, the results can be benchmarked. That is why we have used it for many years.
NPS survey
We recently conducted a Net Promoter Score (NPS) survey of our customers, and we are excited to share that our latest Net Promoter Score (NPS) is 66 !
This puts us in the “excellent” range for Customer satisfaction and Customer loyalty. As a point of sale (POS) software to retail, this score reflects very positively on our products and customer service.
How Our Score Compares to the Industry
An NPS above 50 is considered excellent for most industries. However, POS software companies like ours tend to score much lower, as it is generally about 9 for Internet, Software & Services, so for POS software specifically, a score of 66 is fantastic. It indicates we have very happy customers.
The Score Shows Our Progress
Just as important to us is tracking our progress over time. We’re proud that our NPS has increased steadily from 40 in 2018 to last year 57, almost three times what an average IT company got then to now in the 2023 year 66. This upward trajectory demonstrates that our efforts to improve the customer experience are working.
Our Key Takeaways
Scoring a 66 NPS as a small POS software provider is an accomplishment our team is proud of. The score demonstrates we deliver an excellent customer experience.
PS I recommend that you conduct an NPS survey to find your score in your business. In retail in Australia, you want to get 31.
