RagingWire Data Centers has announced that after completing a benchmark Net Promoter Score (NPS) survey, the company has received a Net Promoter Score of +59— the highest NPS in the data center industry. Additionally, RagingWire's NPS of +59 is significantly above the national average of +23 across all industries.
"As a company, the RagingWire culture is grounded in delivering a world-class customer experience," said George Macricostas, RagingWire's founder and CEO. "Over the last 12-years, we have built our business with a singular focus on the needs of our customers. Our industry-leading Net Promoter Score demonstrates to our customers and our employees that we are on the right path and validates that the RagingWire experience is highly valued."
RagingWire's NPS program was administered by Satmetrix, co-developer of the NPS program and a recognized leader in implementing the NPS customer loyalty program. NPS is based on asking one simple question—How likely is it that you would recommend [your company] to a friend or colleague? The NPS scale ranges from -100 to +100 and is calculated by subtracting the percentage of survey respondents that had an unfavorable customer experience ("detractors") from the percentage of respondents that have a favorable customer experience ("promoters") and disregarding the neutral respondents. The NPS program focuses on customer experience instead of customer satisfaction, reasoning that the net sum of a customer's positive and negative experiences with a provider are more likely to influence their loyalty to that provider.
"We couldn't be happier with our experience as a RagingWire customer," said Steve Paul, director of engineering at NetSol Technologies. "Our data center installation was hassle-free, and we really feel like the entire RagingWire team is behind us each step of the way—they go way beyond the usual 24x7 help desk and give us one-on-one customer care."
Since its inception in 2000, RagingWire has been dedicated to a process-driven approach to customer satisfaction and loyalty. From 2000-2010, RagingWire's proprietary customer satisfaction program consistently garnered 95 to 97 percent customer satisfaction scores on questions regarding overall satisfaction and probability to positively recommend RagingWire to others. In 2011, our customer retention rate was 98 percent, with many customers choosing to expand their colocation footprints inside RagingWire data centers over the course of the year. That customer expansion fueled RagingWire's success at its newest data center in Ashburn, VAand enabled an expanded wholesale colocationproduct announced in late November 2012.