Future Processing, a software development company, has achieved a Net Promoter Score (NPS) of 65 in its recent customer survey. The company has measured its NPS score over the past two years, improving on last year’s score of 55, to create a benchmark for Future Processing’s customer experience and client retention.
Building and retaining customer trust and confidence has never been more important. Future Processing’s NPS survey identified how its clients evaluated the company’s activities during COVID-19. To navigate the unprecedented environment, the business quickly adopted remote working and introduced measures to make sure that the quality of work was maintained for its customers. Its Product Design department also started conducting workshops online to enhance digital cooperation during the global pandemic. Feedback from the survey echoes this, with customers stating that Future Processing adapted to all challenges to reduce service interruption and delays to project deadlines.
NPS is a standardised tool to measure customer satisfaction and client retention. The survey is based on a single question that asked clients how likely they are to recommend Future Processing to a colleague. The customers responded using a numeric scale of 0-10, with 10 being the highest and the NPS is calculated by subtracting the percentage of Detractors (those who respond with six or lower) from the percentage of Promoters (those who respond with a 9 or 10). While using the NPS scale from -100 to +100, a score above 59 is excellent.
“At Future Processing, we understand how important it is to stay in close communication with our customers, especially in today’s challenging climate. Our Client Engagement Managers are regularly in touch with our clients and react to their changing business needs,” comments Jarosław Granat, Head of Client Engagement at Future Processing. “We’re extremely proud of our NPS score and pleased to see it increasing each year. This result is a testament to the hard-work of our team, as we continue to provide a high-quality service.”
Future Processing’s NPS score comes at an exciting time for the company, as it was recently listed in Clutch's annual ranking of the top Poland software development companies. The rankings consider industry expertise and past clients, plus their offered services, awards received, positive, verified reviews, and more.
The company is also sponsoring a group of young scientists who are entering the upcoming European Space Agency competition. It will provide funds for a trip that will take the students to the agency’s headquarters in the Netherlands.