OSG Billing Services, announced it has achieved a Net Promoter Score (NPS) of 72 percent.
The Net Promoter Score is a customer loyalty metric co-founded by Frederick Reichheld, Bain & Company and Satmetrix, and was introduced in the 2003 Harvard Business Review article, “The One Number You Need to Grow.” It has since been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. According to NetPromoter.com, the Net Promoter Score is both a loyalty metric and a system for using customer feedback to fuel profitable business growth.
Companies with the most efficient growth engines operate at NPS efficiency ratings of 50 to 80 percent, but the average firm holds an NPS efficiency of only 5 to 10 percent.
“As a service-based company, OSG Billing Services takes a great amount of pride in receiving such an impressive score,” said Ron Whaley, vice president of sales and marketing. “We are excited to have this metric to measure our customer satisfaction and look forward to continually striving forward.”
“While NPS is based on asking customers about recommending products or services, it is actually a comprehensive indicator of customer loyalty. NPS is a strong predictor of repurchase behavior and referrals through word of mouth,” said Dr. Laura Brooks, vice president of research and business consulting at Satmetrix. “It’s important that companies focus on the key drivers of loyalty to deepen customer relationships, grow revenue, and increase profits.”
