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CCC Technologies, Inc.
185 Hansen Ct., Suite 100
Wood Dale, IL 60191
877.282.9227
info@ccctechnologies.com


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NPS

Net Promoter Score (NPS)
What is NPS and How Does CCC Measure Up?

Updated 8/1/2013

CCC Technologies adopted the Net Promoter Score (NPS) in October of 2009 as a metric to gauge in real time what CCC's Customers think of our service delivery. Since then, every Work Order completed on our Customers' behalf has been surveyed by CCC's Customer Care Center. Each survey includes only five short questions that take less than three minutes to answer.

Our Customers' feedback on CCC's service and support of their enterprises is absolutely critical input to continue to improve and excel at service delivery. To date, our Customers have provided feedback on over 2,000 completed Work Orders and Installations. Thank you all for taking and continuing to take the time to provide this valuable input.

 

What is Net Promoter?

The Net Promoter Score, or NPS®, is a straightforward metric that holds companies and employees accountable for how they treat customers. It has gained popularity thanks to its simplicity and its linkage to profitable growth. Employees at all levels of the organization understand it, opening the door to customer-centric change and improved performance.

Net Promoter programs are not traditional customer satisfaction programs, and simply measuring your NPS does not lead to success. Companies need to follow an associated discipline to actually drive improvements in customer loyalty and enable profitable growth. They must have leadership commitment and the right business processes and system in place to deliver real-time information to employees, so they can act on customer feedback and achieve results.

 

How NPS is Calculated

NPS is based on the fundamental perspective that every company's customers can be divided into three categories: Promoters, Passives, and Detractors. By asking one simple question - How likely is it that you would recommend [Company X] to a friend or colleague? - you can track these groups and get a clear measure of your company's performance through its customers' eyes. Customers respond on a 0-to-10 point rating scale and are categorized as follows:


  • Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
  • Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
  • Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

 

To calculate your company's Net Promoter Score, take the percentage of customers who are Promoters and subtract the percentage who are Detractors.

 

 

How CCC Ranks in Service Delivery

CCC continues to daily gauge NPS responses and feedback to further improve and excel at service delivery. Below is how CCC compares to those organizations that lead their industries and publish their NPS scores. Please note the chart below reflects CCC's NPS score as of August, 2013. The most recent NPS score can be found here.

 

NPS 2013

CCC NPS Ranking in August 2013

 

For more information on Net Promoter Score, please visit www.netpromoter.com.

   
   

 

 

 


 


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CCC Technologies, Inc.
185 Hansen Ct., Suite 100
Wood Dale, IL 60191
877.282.9227


info@ccctechnologies.com


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