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December 28, 2020
Read more about how Qubika achieved an NPS score of 82.02.
At Qubika, we pride ourselves on the feedback we receive from our clients. Over the years, we have consistently received positive feedback regarding the quality of our work, our team’s approach to problem-solving, and the way we build long-term partnerships with our clients throughout their business lifecycle.
However, we also take the time to learn from our mistakes. In case of errors, we identify the root cause of each problem and implement necessary steps to improve. This process is crucial to demonstrate trust and build long-term relationships. From the beginning, we have assisted many clients in their journey– from their first days of inception, to their digital transformations and success in their respective industries.
Our customer-centric approach has allowed us to learn and grow from each experience, transforming us into the 500+ person company we are today. We have developed software products for businesses in various industries, including healthcare, fintech, entertainment, education, IoT, real estate, hi-tech/software, and niche sectors such as chemicals, and hiring & recruiting.
While we were encouraged by the consistent positive feedback we received from our clients, we wanted to find an effective metric to accurately measure their satisfaction. Therefore, we started measuring our client satisfaction using the Net Promoter Score (NPS).
The NPS is a percentage of clients rating their likelihood of recommending a company, product, or service to a friend or colleague. This method is widely adopted by Fortune 500 companies and other large organizations and is based on a simple question:
“How likely is it that you would recommend our company/product/service to a friend or colleague?”
Based on the answers to this question, a number within the range of -100 to +100 can be calculated, providing a measure of the client’s satisfaction with the provided service. The higher the Net Promoter Score, the happier clients are with the quality of our service.
Measuring the NPS consists of several stages. First, we created a list of all the different clients who were exposed to our services during the period under review. This included all the companies that we worked with, regardless of whether they used our product discovery services, a complex digital transformation, a relatively simple development project, or a more complex partnership involving several roles and profiles. All these interactions matter and were included to provide a complete picture.
Second, we defined the audience. We included every individual, regardless of their role in their company, who was exposed to our team. This meant that various roles were included such as C-level executives, project managers, product managers, developers, designers, managers, and even company owners and board members. All these people shared an important trait: they were interested in our service quality and had worked with us before to experience it.
After gathering the responses, we calculated the score:
The final NPS is calculated by subtracting the percentage of survey respondents who are detractors from the percentage of survey respondents who are promoters. The score ranges from -100 to 100.
Our final NPS was a score of 82.02. This number is a simple demonstration of the high quality of our work and further validates our engagement model. This score shows that we are a high-end company that delivers outstanding services to our clients.
According to Satmetrix’ NPS Benchmark, one of the co-creators of this popular customer success metric, the NPS varies widely by industry. However, the average always stands between 0 and 60. An NPS of over 80 points is only achieved by those companies that provide highly customized services, and where a big portion of clients are satisfied. Overall, it’s rare to have detractors, and that is exactly where we stand.
Apart from providing high-quality services, we strongly believe in transparency and professionalism. We apply these same values to our clients, as well as internally. That’s why we had our Net Promoter Score survey process audited by PricewaterhouseCoopers.
The team at PwC conducted a deep examination of the calculation of our Net Promoter Score and survey process, ensuring that each aspect of the process was fairly executed. After months of investigating, they approved our score and provided us with written certification of their conclusions.
Our goal is to transform into one of the world’s leading boutique software innovation companies by 2025. Achieving this goal requires us to focus on providing unparalleled service to our clients. We’ll do this by continuing to be flexible, learning from our mistakes and feedback we receive, and constantly pushing for ways to improve quality. As a client-centric company, we will make sure that every single client feels confident that they are working with a team that provides the skills and expertise necessary to make a difference in their respective industries.
If you are interested in learning more about our client-centered approach, feel free to contact us.
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