Reaching Brand-Obsession Status, Masergy Consistently Hits Net Promoter Scores above 70

Reaching Brand-Obsession Status, Masergy Consistently Hits Net Promoter Scores above 70

When it comes to Net Promoter Score (NPS), Masergy is now attaining the same lofty heights as brands like Apple and USAA. Today, we announced our 2018 NPS of 71. This is the second year in a row that Masergy has scored above 70, and that’s significant. But just how notable is it? To show you why we’re so proud, let’s put it into perspective.

NPS measures customer loyalty, and the scores range from -100 to 100. Generally speaking, any score above 0 is considered good. Scores above 50 are considered excellent and scores above 70 are a true rarity, marking the customer experience as best-in-class. Much like a horoscope for customer retention and growth, NPS is seen as a forecast for success and word-of-mouth marketing. It’s often used by executives as a buyer criteria and a standard measuring stick to evaluate the quality of service partnerships.

In the technology industry, the average NPS is just 21, and the telecom industry is known for being far worse, with an abundance of below-zero ratings. So, now you see why scores in the 70s are uncharted territory in the network solutions space!

Companies that consistently achieve scores above 70 are famous for their customer-centric corporate cultures. Think Amazon and Costco to name a couple more. Beyond leaders, these companies are marketplace dominators and industry mainstays. In order to consistently rank above 70, a two-way street for obsession must exist. Companies must be obsessed with their customers, so in turn, their customers will be obsessed with their brand. This brand-obsession status requires studying customers and their needs, measuring the customer experience, and working quickly to close the feedback loop.

Here at Masergy, we’ve always put the customer first, designing customized solutions that work to meet the customer’s business need. We consistently work to understand what our customers’ challenges are and help solve them--not just sell cookie cutter solutions and walk away. Our scores are on par with Apple because we lead with the same philosophy:

“You've got to start with the customer experience and work back toward the technology -- not the other way around.”

- Steve Jobs, Founder, Apple

In fact, our guiding principle for designing solutions is:

Driven by Business Requirements: Solutions should be designed based on business requirements, not a specific technology.

I’m extremely proud of the care and attitude with which we interact with our customers. Being transparent about issues (and anyone in the technology industry knows there are always challenges) as well as going above and beyond to support our customers has led to our 99% customer retention rates and industry-leading NPS.

With much gratitude, Masergy tips our hat to our loyal customers for their willingness to recommend our solutions and services. Focused service backed by engaged and involved partnerships will continue to be our leading core value, ensuring you a superior customer experience for years to come.

Learn more about the Masergy customer experience.

About John Dumbleton

SVP, Business Development, Masergy
John Dumbleton has over 20 years experience in networking and IT solutions and has served as Senior Vice President, Business Development at Masergy since May 2008. He is responsible for strategic business development and oversees the marketing and demand generation efforts at Masergy. His experience ranges from strategic sales, channel development, and product development to business strategy and strategic acquisitions. John holds an MBA and bachelors of science in industrial engineering and operations research from Virginia Tech.