Building Trust, One Customer at a Time: A Closer Look at Our Net Promoter Score (NPS) and Industry Benchmarks

Our Net Promoter Score (NPS) customer survey results reaffirm our commitment to providing an exceptional customer experience. In this article, we’ll explain the significance of the Net Promoter Score (NPS) and a comparison of our score against industry averages.

Understanding The Net Promoter Score (NPS)

The Net Promoter Score is a widely recognized metric used to gauge customer loyalty and overall satisfaction. It is based on a simple question: "On a scale of 0 to 10, how likely are you to recommend our products/services to a friend or colleague?" Respondents are categorized into three groups:

• Promoters (Score 9-10): These are your loyal and enthusiastic customers who are highly likely to recommend your business to others. They are the backbone of your success.
• Passives (Score 7-8): Passives are satisfied customers, but they might not actively promote your business. They are less likely to refer others.
• Detractors (Score 0-6): Detractors are unhappy customers who may spread negative feedback about your business, potentially impacting your reputation.

The NPS is calculated by first subtracting the number of detractors from the number of promoters, dividing that result by the total number of customers surveyed and then multplying that results by 100.

To put the score in context; if the number of promoters and detractors were the same, you would have a Net Promoter core of zero.

Walking the Customer-Centric Path

The composite Lingo NPS over the last two years (2022-2023 YTD) is 70, placing us well above the Telecommunications Industry average by 30 score points, and above other industry averages.

It's crucial to understand the factors that contribute to our NPS score:

• Continuous Improvement: We measure continuously and act on our customer’s feedback ?by improving our work processes and refining our products and services to ensure they remain aligned with our customer’s evolving needs.
• Timely Support: Our responsive and attentive support teams ensure that customer inquiries are addressed promptly, earning daily our customer’s ?trust.

Looking Ahead

While we take pride in our current NPS achievement, we remain committed to further elevating the customer experience at Lingo. We understand that customer loyalty is an ongoing journey, and we are dedicated to continuously raising the bar and setting new standards for excellence.