Data center company Peak 10, Inc. has announced that it has once again achieved a high Net Promoter Score (NPS) after surveying its customer base. This year, Peak 10 received a score of 67.4 — the highest ever in the company’s history of tracking this metric and a clear indicator of its strong focus on the customer experience.
NPS measures the loyalty that exists between a provider and a business on a 200 point scale that ranges from -100 to +100, with scores over 50 being considered “best in class.” A high NPS is often associated with strong and valued relationships that drive improvements such as higher customer retention rates and loyalty. According to an NPS benchmark study conducted by Temkin Group, the technology service industry’s average NPS is 31.81.
Peak 10 measures its NPS every year by surveying its customers to understand how likely they are to recommend the company. 2016 marks the sixth consecutive year that Peak 10 has administered an NPS survey to its customers. All six years, Peak 10 has received a consistent “best in class” score over 60.
“Since our inception 16 years ago, our focus has been on our customers,” said Jeff Spalding, chief operating officer at Peak 10. “We operate as an extension and as a partner with our clients. As a result, it’s no surprise that our NPS score remains industry-leading and consistent year after year.”
While Peak 10 has maintained its core focus on customers, it made significant investments and implemented a number of new programs and processes, all in the name of customer service. The company launched a new customer, partner and cloud portal, implemented a customer success program, made online ordering enhancements, and executed technical and service delivery reviews with all customers, among other initiatives. Peak 10’s 400+ employees are more focused than ever on delivering high levels of expertise, service and support to the company’s customers in the U.S. and abroad.
“In this year’s NPS survey, we received an overwhelming amount of positive feedback from customers who enjoy our proactive customer service, are impressed by our data center facilities and growing product portfolio, and appreciate the partner approach we take in doing business,” added Spalding. “It’s truly rewarding to see all of the efforts and investments that we’ve made in customer experience pay off, as showcased by a two-point year-over-year increase in our NPS score.”