QTS Realty Trust received an all-time high and industry-leading Net Promotor Score (NPS) of 68 for its owned data centers across the U.S. — representing a 7.1% increase in customer satisfaction from its 63.5 NPS in 2015.
The NPS survey, co-developed by Satmetrix, an internationally recognized administrator of Net Promoter Score analysis, is independently administered and measures overall customer satisfaction and brand perception.
Customers rated QTS highly in a range of service areas, including its customer service, physical facilities, processes, responsiveness and service of onsite staff and the 24-hour Operations Service Center. As one of the fastest growing companies in the data center services sector, QTS differentiates itself through the strength of its Powered by People platform and consistent premium service to every customer at each of its facilities.
“We are proud of our QTS expert team members. Our team knows that each interaction is a moment of truth and we thank our customers for recognizing our commitment to premium customer service,” said James Reinhart, chief operating officer, operations – QTS.
QTS performs two additional surveys to monitor customer satisfaction. To ensure the company delivers great service from day one, QTS began to survey customers with each new work order. In the first year of this new survey, QTS scored a world-class 77. The company also conducts Quarterly Business Reviews and received a NPS of 84 from these comprehensive relationship reviews in 2016, up from 76 in 2015.
In 2016, QTS surveyed the 300 newly-acquired domestic and international customers from its leased facilities. From the initial survey, the application of QTS’ premium customer service has increased the NPS from those customers by over 20 points.
One of QTS’ customers, a global email service provider with more than 15 million users said, “I have been in both QTS Atlanta-Suwanee and Atlanta-Metro data centers over the past couple of years … and they are by far leagues ahead of other data centers. I have worked with five different data center companies, and not one of them comes close to QTS’ professionalism, cleanliness or organization.”
QTS also continues to support its customers through expansion of its footprint, including the recent purchase of a second data center in Texas. QTS Fort Worth is 260,000 square feet and serves Fortune 1000 enterprises as well as regional financial services, health care, and technology companies. Its recently opened Chicago data center now offers an AWS Direct Connect node directly in the center, further expanding its hybrid IT solutions and leveraging the benefits of both public and private cloud.