The NPS survey
Customer feedback is extremely important. We have therefore decided to determine our Net Promoter Score. We want to present the result transparently to you!
In order to get a basis for the calculation later, a Scale from 0 to 10 (0 = very unlikely; 10 = very likely) specified. We were also interested in how satisfied customers were with FoxBase's support and how satisfied they are with the software in general. Both questions were also recorded using a scale from 0 to 10. In addition to the scales, qualitative feedback was included, with which our customers' fundamental suggestions for improvement were to be recorded. At the beginning, the classic question in the area of the Net Promoter Score was asked:
"How likely is it that you would recommend FoxBase to others?"
The result: Our customers would most likely recommend FoxBase
After conducting the survey, the reviews were divided into three categories:
- Promoters (9-10)
- Indifferent (7-8)
- Detractors (0-6)
The exact explanation of these categories can be found here again in detail: Net Promoter Score: What it means, what it brings
FoxBase was able to interview a total of 22 people. The answers were distributed among the categories as follows:
- To the promoters belonged to 12 out of 22 respondents, i.e. in total 54,6%.
- The indifferent made 40,9% off, corresponding to 9 out of 22 respondents.
- As a detractor an interviewee could be identified, thus 4,6%.
The Net Promoter Score is now calculated from the promoters minus the differences, so that in the end a NPS=54.6%-4.6%=50 came out.
What does the result mean for FoxBase?
In order to correctly classify an NPS of 50, it helps to look at the general analysis and the NPS benchmarks of the respective industry in which your own company is located.
FoxBase is in one with an NPS of 50 very good area. But a good NPS in one industry can be bad in another. Therefore, it makes sense to compare your own value with those of other industries.
With regard to the software and B2B industry, there are a wide variety of sources in which the benchmarks for this area are given. Within our industry, FoxBase is also very high here and can therefore show its NPS. We have listed an example of the industry comparison for you here:
Your own NPS can also be displayed in an industry comparison with the help of online sites such as Delighted. This also shows a very high value for FoxBase:
With a value of 50, FoxBase's NPS is very high and thus achieves a good result within the industry comparison.
Nevertheless, we would like to constantly improve and adapt to the needs of our customers, so that we want to respond to the qualitative feedback from the survey in the future. What can we improve? Where did you have problems? Where do our own assessments not match those of our customers? We will continue to deal with these questions in exchange with our customers and improve our solution accordingly.