PSU Technology Group measures customer satisfaction in a similar way to the industry standard NetPromoter Score, or NPS® metric, which is designed to hold companies and employees accountable for how they treat customers. Its simplicity enables employees at all levels to engage with customer satisfaction as it delivers real-time information which they can act upon to improve service and achieve results.
Our current score is +81*
Would you recommend us?
PSU measures feedback by dividing its customers into three categories: Promoters, Passives, and Detractors. By asking the question — How likely is it that you would recommend PSU to a friend or colleague? — we can track these groups and get a clear measure of our performance through our customers' eyes. The service is rated on a 0 to 10 point rating scale and we then categorise our customers as follows:
- Promoters(score 9-10) are loyal enthusiasts
- Passives(score 7-8) are satisfied but unenthusiastic customers
- Detractors (score 0-6) are unhappy customers
* We take the percentage of customers who are Promoters and subtract the percentage who are Detractors.