Flowroute’s Net Promoter Score and Commitment to Customer Success

Posted on June 25, 2021

The customer experience is critical to the long-term success of every company because it drives ongoing business and reflects customer perception of a brand or service. Collecting customer experience data can help companies determine what is working well with its products, services and internal processes, and what areas might need to be improved or changed.

Flowroute, now part of Intrado, is dedicated to providing customers the highest quality cloud communication solutions and support. In this journey, achieving high customer satisfaction is a must. We’re proud to share that we’ve earned an all-time Net Promoter Score (NPS) of + 59.

NPS is a customer experience metric. It was developed in 2003 by Bain and Company and is now used by millions of businesses to measure and track how they’re perceived by their customers. This metric assesses customer loyalty and is calculated with a single-question survey, “How likely is it that you would recommend the company to a friend or colleague?” The rating is then calculated and reported with a number between -100 to +100.

When customers respond to the NPS question, they answer with a rating between zero (not at all likely) and 10 (extremely likely). Depending on their response, customers fall into one of three categories below.

  1. Promoters respond with a score of nine or 10 and are typically loyal and enthusiastic customers.
  2. Passives respond with a score of seven or eight. They are satisfied with the service but not happy enough to be considered promoters.
  3. Detractors respond with a score of zero to six. These are unhappy customers who are unlikely to buy from the brand again and may even discourage others from buying from them.

While a seven or eight may feel like a strong response from a customer, it is really the nine or 10 ratings that move the needle and enable a company to raise their score.

The formula for calculating NPS. Net Promoter Score, education infographics. Vector illustration, isolated on white background.


Flowroute’s Commitment to Customers

As previously stated, Flowroute has an NPS of + 59. Flowroute’s ranking is an indication of our focus on delivering quality experiences to our customers. When Flowroute customers take the NPS survey, the customer success team reviews and replies to every rating – regardless of the score (promoter, detractor or passive). When following up with detractors, Flowroute will request additional information and conduct a thorough investigation internally to determine what might have led to concern or dissatisfaction. Occasionally, customers will express surprise that a company took time to respond. We value our customers’ time and do not take feedback for granted.

Our team uses the responses and findings from our investigation to guide how we can improve our products, services and support moving forward. We actively integrate feedback to improve experiences for customers. In many instances, we’ve had customers change their score after the team worked closely with the customer to understand and address the situation. While securing an adjusted score is not our goal in reaching out, we are grateful when we learn our due diligence positively impacted customer perception and ultimately, trust.

In addition to making customer feedback actionable, Flowroute’s support team has the technical expertise to support customers, which aids in overall satisfaction and success. Specifically, our support engineers are fully trained in all aspects of our network, as well as a broad range of UC, PBX and call center technologies. While we offer a self-service portal that allows customers to have control of their telecom, we are also available to offer 24/7 support in the case of an emergency production issue.

We are proud of our commitment to customer success and delivering superior service. These two elements are critical in continuing to secure word-of-mouth recommendations and maintain satisfied customers. These efforts have led to Flowroute being named a leading SIP trunk provider in customer satisfaction for three out of the past four years. We are thrilled our customers would recommend Flowroute to their friends and/or colleagues – truly one of the highest forms of praise and a testament to our commitment to ensure that our customers are truly satisfied with Flowroute.

To learn more about Flowroute’s support team and our solutions, visit https://flowroute.wpengine.com/why-flowroute/. If you are a customer and interested in sharing feedback about your experience with our team, consider leaving a review at https://www.g2.com/products/flowroute/reviews#survey-response-4648535.

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