ITRM have completed our 2020 annual satisfaction survey with overall feedback and ratings released on 28 July 2020. Our annual survey is conducted with ITRM clients who hold a service agreement with us to so that we can monitor and continually improve our customer service levels and overall satisfaction of our client base. For the 2020 customer satisfaction survey, we have increased our targets again and are extremely proud that we have either met or exceeded each of these goals with an overall response rate of 41%, and have achieved an overall customer satisfaction score of 90 out of 100.
Net Promoter Score (NPS)
We have used NPS to measure our customers willingness to recommend our products and services to others and are delighted to have achieved an NPS score of 78. NPS is an index ranging from -100 to 100 and a score between 0 and 30 is a good range to be in so to achieve a high rating of 78 indicates that we have a loyal and happy client base. This is a fantastic achievement for ITRM where we have retained a high NPS score again this year.
Response rate
For the 5th consecutive year, our clients have completed a survey containing a number of questions relating to ITRM services levels, our people and products. From this we measured our response rate against a target of 35% which we exceeded at 41%, along with our customer satisfaction levels and NPS score.
“ITRM has been conducting the annual customer satisfaction survey in this format for the past 5 years now says Sue Thorpe, Business Operations Manager at ITRM. Our scores have been gradually improving year-on-year and I am thrilled with this recent set of results as the response rate tells me that we have highly engaged customers, and our customer loyalty is evident through the excellent Net Promoter Score. Our customer feedback is an invaluable source of information as this is what helps us to continually improve the customer experience. Our vision is to be a world-class MSP and our customers are helping us move ever closer to achieving this”.