Biovian’s client satisfaction survey was conducted in November using Net Promoter Score (NPS) survey. The score of 67 puts Biovian into the category “Excellent” based on the creators of NPS, Bain & Co. Flexibility, good communication, troubleshooting, and on-time delivery were among the things mentioned in the responders’ comments as reasons for selecting a particular scoring.
Creators of NPS suggest a score:
- Above 0 is good,
- Above 20 is favorable,
- Above 50 is excellent,
- Above 80 is world-class.
What is NPS and why does Biovian measure it?
Net Promoter Score is said to be the gold standard of customer experience metrics. It measures the loyalty of customers to a company. NPS scores are measured with a survey and reported with a number from the range -100 to +100. The single-question survey measures the willingness of customers to recommend a company’s products or services to others. A higher score indicates a healthy relationship with the customers.
“It is important for us to know what clients think about the services Biovian provides, to make sure we are meeting their needs,” Knut Ringbom, CEO of Biovian says.“We are grateful for the honest feedback, whether it is positive or critical, as it helps us to improve our work.”