January 2021 L1NDA measured their customer satisfaction using the Net Promoter Score (NPS), one of the most widely used tools for measuring customer loyalty. We asked our customers only one question: How likely is it that you will recommend L1NDA to family, friends or colleagues? We are very proud of the outcome. L1NDA scores high on customer satisfaction. Our customers gave an average of 8.01 and our NPS score is well above the national average.
How does the Net Promoter Score work?
By asking customers that one ‘NPS question’, you can calculate the NPS. Customers give a number from 0 to 10. It then becomes clear to which group they belong. We distinguish three customer groups:
Promoters – Clients who give a grade 9 or 10 (they actively recommend you)
Passives – Clients who give a rating of 7 or 8 (they recommend you passively)
Detractors – Clients who rate 0 to 6 (they hardly recommend you)
You then calculate the NPS using the formula: NPS =% promoters -% detractors. For example, at 40% promoters and 20% detractors, the NPS score is 20%. If you have 20% promoters and 40% detractors, the NPS score is -20%. L1NDA achieved an NPS score of 31.21, namely 43% promoters – / – 11% detractors, and thus scores high on customer satisfaction.
You can see our result in this graph and you can also make a comparison with the different industries:
The NPS Score varies per sector. L1NDA is not that easy to pigeonhole. Many think we are a software company, others see us as a service provider. In any case, our score is higher than all industries.
A high NPS is not our goal in itself, but we are pursuing a nice challenge: an excellent customer experience. By working on a strong NPS, we hope to gain even more loyal and committed customers. We will repeat this survey annually so that we can continue to measure whether customer loyalty is improving.
Of course we are not satisfied yet and we will not lean back. We want to be a top performer next year. We will do our utmost for that. We thank our customers for their trust!
The NPS score was developed by Bain & Company.