Net Promoter Score (NPS) is a very popular type of customer survey to get an understanding of how many of your customers would promote your service to a friend. The exact question we asked our customers is \u201cHow likely are you to recommend UpCloud to a friend?”<\/p>\n

Our customers then had the option to answer by picking a number between 0 and 10, 0 being not likely at all and 10 being very likely. Those who answer either a 9 or 10 are promoters. Customers who answered either 7 or 8 are passives and those with a 6 or less are said to be detractors.<\/p>\n

Once they have clicked on a number, there is a single follow-up question that asks \u201cTell us why you picked X\u201d where X is the number they picked.<\/p>\n

NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters. For example, if you had 50% of responders selecting a 9 or 10 and 25% of responders choosing 6 or below, your NPS score would be 25. You can play around with this NPS Calculator<\/a> to get the hang of it.<\/p>\n

With the help of this survey, we try to understand a couple of things.<\/p>\n

First of all, we want to know how good of a job we are doing. This we can understand by the quantitative score through NPS and putting a number on how many customers would recommend us to their friends.<\/p>\n

Secondly, we try to understand why they like us or don\u2019t. Both are equally valuable. We realise many of our new customers come to UpCloud through word-of-mouth and understanding the reasons why we are liked (or not) is extremely valuable.<\/p>\n

So, at the beginning of August we sent out our second NPS survey to our clients and about a third of them responded. As the scores came in during the next couple of days, we waited eagerly.<\/p>\n

Eventually, the score levelled out at 61 for August<\/strong>.<\/p>\n

Naturally, we are very happy with the result. This gives us confidence in our efforts while developing UpCloud further.<\/p>\n

We received a lot of gratitude for our prices, customer support<\/a>, performance and ease of use. All aspects we have furiously focus on as we develop the service further.<\/p>\n

We anticipate to carry out these surveys a couple of times a year to continue keeping our fingers on the pulse. Naturally, we also rely on other methods as well. The most important is continued discussions with our customers and potential customers.<\/p>\n

As always, don\u2019t hesitate to get in touch with us if you\u2019d like to give us feedback regarding UpCloud or if you have a question.
\nHeader photo: Vibrant Hot Air Balloons by Nicolas Raymond<\/a>.<\/small><\/p>\n

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Net Promoter Score (NPS) is a very popular type of customer survey to get an understanding of how many of your customers would promote your service to a friend. The exact question we asked our customers is \u201cHow likely are you to recommend UpCloud to a friend?” Our customers then had the option to answer […]<\/p>\n","protected":false},"author":1,"featured_media":27599,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[90],"tags":[],"class_list":["post-24046","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-vision-and-culture"],"acf":[],"_links":{"self":[{"href":"https:\/\/studiogo.tech\/upcloudold\/wp-json\/wp\/v2\/posts\/24046","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/studiogo.tech\/upcloudold\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/studiogo.tech\/upcloudold\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/studiogo.tech\/upcloudold\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/studiogo.tech\/upcloudold\/wp-json\/wp\/v2\/comments?post=24046"}],"version-history":[{"count":0,"href":"https:\/\/studiogo.tech\/upcloudold\/wp-json\/wp\/v2\/posts\/24046\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/studiogo.tech\/upcloudold\/wp-json\/wp\/v2\/media\/27599"}],"wp:attachment":[{"href":"https:\/\/studiogo.tech\/upcloudold\/wp-json\/wp\/v2\/media?parent=24046"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/studiogo.tech\/upcloudold\/wp-json\/wp\/v2\/categories?post=24046"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/studiogo.tech\/upcloudold\/wp-json\/wp\/v2\/tags?post=24046"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}