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 to improve our offerings and continuously measure innovation in ways that drive customer satisfaction.

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:

1. To measure customer loyalty and satisfaction
2. To identify areas for improvement in our products and services
3. To benchmark our performance against industry standards
4. To predict business growth, as higher NPS scores often correlate with increased revenue
5. 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.

Customer support can make or break a business, and the numbers back it up: consumers say that the quality of customer service influences their choice of and loyalty to a company. I know from personal experience that I do not deal any more with Citibank because of one lousy loan officer. I can go to plenty of other banks. In today’s competitive market, exceptional support isn’t just a nice-to-have—it’s a necessity. That's where support call ratings come into play.

Those that collect them consider them a report card for their customer service team. If you look at them, it shows how well you are solving problems. The reality is:

• Happy customers come back: When people have a good experience, they're more likely to return.
• Word-of-mouth magic: Satisfied customers are your best advertisers.
• Continuous improvement: Ratings help you spot areas where you can do better so we can improve customer service

The Nuts and Bolts of Support Call Ratings

So, how does this rating system work? It's pretty straightforward:

1. After a support call, we send the caller an email to say that the support call is considered done and to please rate their experience and give their comments.
2. The ratings we use range from 1 to 10 stars.
3. The data is collected.
4. We analyse your feedback.

When rating a support call, customers often consider:

• How quickly their issue was resolved
• The friendliness of our support person
• The support person's knowledge and expertise

One point I have noticed, if a customer today is upset with you, they will leave negative feedback.

Customer support ratings, last Quarter

We're keen to share some great news with you! Last quarter, our support team has truly outdone themselves:

• Nearly perfect scores: We've achieved 10 out of 10 ratings, with just one 9 out of 10.
• Glowing feedback: Our customers have left some ripper comments that warm our hearts.

Here's a snippet of what our happy customers are saying:

"Great service"

"How easy it was to get help"

"What great knowledge Peter has!! And as usual always a pleasure"

We are absolutely thrilled with these results and would like to acknowledge our exceptional team for their effort and dedication. It is indeed a proof of their dedication to guarantee the top support of all our satisfied consumers.

We're Here for You

If you ever have a problem or think we could do better, let us know. We're all ears!

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.