We are well into 2019, mid-way the first quarter, and it was time for our annual customer satisfaction survey.
The results are back and we are thrilled. We would like to thank you, our customers, who have taken the time to provide us with your feedback and help us improve.
COMMIT scored once again high in responsiveness, speed, attention to detail and thoroughness, and achieved a Net Promoter Score (NPS) of 89%, with absolutely no detractors in the mix!
According to Bain & Company the ultimate question that allows companies to measure their performance is the Net Promoter Score (NPS). The concept behind the NPS is that a company’s customers can be divided in three categories: promoters, passives and detractors. Promoters are the ones that drive the real value as they stay longer, buy more, they refer business and they provide feedback and ideas.
Although, according to research, companies with high NPS grow faster than the rate of their competitors and NPS is a necessary condition for profitable organic growth, the NPS focuses mostly on the quality of a company’s relationships with its current customers.
At Commit we see the biggest value in collaboration, and we strive to cultivate such relationships with our customers. With the results of our annual customer satisfaction survey at hand, we can proudly say that we have built valuable and strong relations with our customers, and we commit to sustaining and expanding them further.
However, we also share the same sense of responsibility for our partners, vendors and personnel around the world as we do for our customers, so this year we also decided to measure our NPS amongst them as well and hold our vision “to be a partner of choice for both our clients and our people” to the test. Our NPS score through the eyes of our partners is 76%!
Dealing with a global network of 500 partners in different countries and with different cultures, we are always on our toes when it comes to proper communication. Last year we worked on more than 10,000 translation and localization projects. We shared some challenging moments with our global network, but we could not have done it without them. We would like to thank you, our partners, for your valuable feedback and we will work on growing together in 2019.