Mareike Schlegel – 18. August 2020

collectAI adopts Net Promoter Score and is thrilled about so much customer loyalty

Happy clients, happy (business) life!

Intelligent payment solutions provider collectAI is delighted to learn it has so many loyal customers. A recent survey into customer satisfaction and the likelihood of them recommending the company revealed that the Hamburg-based FinTech has more promoters (43 percent) than detractors (3 percent). This means that the company’s first ever Net Promoter Score (NPS) stands at 40 percent.

Why is a company’s NPS important?

“By adopting NPS we have introduced an internal control mechanism which gives all our employees the ability to gather insights about where they stand. Only when our customers recommend our company, have we done our job well,” says managing director Sebastian Hoop.

He believes that NPS is an extremely valuable tool for the long-term success of the company. “The survey process also provides us with qualitative feedback. It helps us become more focused on the on-going improvement of our services and products,” Hoop says.

My experience of collectAI is that it is a very innovative, creative and flexible company. Always ready to give its clients the support they need, it is an extremely reliable and trustworthy partner! The use of digital communication channels makes for an excellent working relationship.

FEEDBACK FROM A BUSINESS CLIENT

(ANONYMISED)

What is a good Net Promoter Score? 

Scores can vary considerably. It very much depends on the industry. For example, in what is known as the Software as a Service (SaaS) sector, to which collectAI belongs, the NPS average is 30 percent. This was revealed by a survey conducted by Retently, a provider of online survey software.

The customer service and support is excellent. Problems, calls for help and “special” requests are always dealt with promptly

FEEDBACK FROM A BUSINESS CLIENT

(ANONYMISED)

How is NPS calculated?

NPS is centred around one simple question: “How likely are you to recommend collectAI to someone you know?”

Respondents are asked to answer the likely-to-recommend question on a scale of 0 (not at all likely) to 10 (extremely likely).  Those who respond with a score of 0 – 6 are categorised as detractors. Those who respond with a score of 9 – 10 are labelled promoters.

The Net Promoter Score is calculated by ignoring responses with a score of 7 or 8 and subtracting the percentage of detractors from the percentage of promoters.

The collectAI survey was carried out in May of this year.

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