Listening to You: New NPS Quality Scores

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by Eric Hizole

31 August, 2023

At LevelUp, one of our core values is that we are better today than yesterday.  Behind the scenes, we have been continually improving our processes over the past 5 years as we strive to be the best in the world at WordPress tech support.  

This latest improvement involves integrating NPS (Net Promoter Score) as one of our feedback metrics.

What Does NPS Mean?

Net Promoter Score (NPS) is a measure used to gauge customer loyalty, satisfaction, and enthusiasm with a company.  It’s calculated by asking customers one question: “On a scale from 0 to 10, how likely are you to recommend this product/company to a friend or colleague?”.  

How We’ve Integrated NPS into Our Process

As one of our clients, every quarter we will send you an email asking you to complete an NPS survey.  The survey is anonymous and allows you to rate us on a scale of 1 to 10. You will also be able to give us feedback regarding how we’re doing and what we can do better to serve you.

Your Feedback Helps Us Improve

At LevelUp we integrate many metrics to understand how well we’re doing.  NPS is an additional measure that helps us to stay in tune with what you need from your WordPress technical support team. We’ve already received numerous bits of valuable feedback that have helped us tweak how we manage and provide the best service we possibly can.  

  • Tailored Solutions: We use your feedback to shape our support solutions according to your needs.
  • Continuous Improvement: Your scores drive us to improve each quarter, ensuring a better experience.
  • Transparency: Witness firsthand how your feedback triggers positive changes, giving you insight into our commitment to your satisfaction.

This is just another way that you can be sure that we’re continually monitoring and fine tuning the customer support experience we provide for your customers.

Written by Eric Hizole

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