Does your Microsoft Partner make their scores public? And if not…why?
Let’s take a further look at why this is important and what that means for you:
What is NPS?
NPS stands for “Net Promoter Score” and is a way to measure customer satisfaction by asking one simple question:
“How likely are you to recommend us to a friend or colleague?”
Answers are rated on a scale of 0-10 and grouped into the following 3 categories:
- 0-6: Detractors (not likely to recommend)
- 7-8: Passives (neutral-slightly positive)
- 9-10: Promoters (likely to recommend)
From there, the NPS is calculated by taking the % of Promoters and subtracting the % of Detractors.
Anything above 0 is a positive sign because that means that more customers are satisfied than not, but the closer that you can get to 100, the better.
Note: This is not to be confused with eNPS – or Employee Net Promoter Score – that measures how happy your team members are at your company (though we knock that one out of the park too 😉).
What is CSAT?
CSAT, on the other hand, is short for “Customer Satisfaction” and - as the name implies - is a measurement of how satisfied your customers are with your service.
Calculating a CSAT score is simple. You simply divide the number of positive scores that you receive by the total number of responses. Then you multiply by 100.
For example, let's say 12 customers give you a positive rating (4+ stars out of 5) out of 15 that you asked. This would yield a CSAT score of 80%, as shown by the equation below.
A CSAT of 80% and above is considered to be the gold standard, with the average across all industries in the U.S being 74.4%.
Together, NPS and CSAT are two of the most common ways to rate a company's customer satisfaction and compare them to others.
As you’ve probably guessed by now, any Microsoft Partner that isn’t open about their NPS and CSAT might not be the best one to work with…
After all, if your customers are thrilled with you, why not tell the world?
Ours certainly are, and the proof is in the pudding:
BEMO's Net Promoter Score (calculated over the past calendar year) is 78.
As you can recall, anything over 0 is considered "positive", and the closer you can get to 100, the better.
This means that BEMO customers overwhelmingly agree that they would recommend our services to others. In fact, over 85% of BEMO customers give BEMO a 9+ rating out of 10, with another 8% giving BEMO a 7 or above.
To put things into perspective, the average NPS for the technology and services industry is 39 according to a recent study by Retently.
So far, so good. But what does CSAT have to say?
Let's find out:
As should be expected by our favorable NPS score, the story here isn't much different.
BEMO's CSAT score is 85.5% as calculated over the past calendar year.
As mentioned earlier, a CSAT of 80% or above is considered the gold standard, and 74.4% is the average across all U.S companies.
This has BEMO leading the pack and proving once again how passionate and committed we are to delivering the best possible service and experience to our customers.
Bonus: TrustPilot Score
To be even more transparent about how customers feel about BEMO, we can take a look at our TrustPilot score.
Here, customers can both rate their satisfaction with the company as well as write public reviews applauding or criticizing the service that they received.
As of today, BEMO boasts a TrustPilot score of 4.8/5 as ranked by 79 verified customers.
But don't just go by the numbers. See for yourself what partners and customers have to say about working with BEMO:
The Bottom Line
At the end of the day, the NPS and CSAT of a company speaks volumes about how satisfied customers are with the products and services they receive.
At BEMO, we’re proud to publicly display ours and are committed to transparency inside and out.
If you’re looking for a trusted Microsoft Gold Partner with countless satisfied customers, you’re in the right place.
Click on the photo below to book a discovery call with us and learn what BEMO can do for you.
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