At Peerwith we value customer satisfaction and
we are proud of the excellent experts who are offering their services via the
platform. Clients are asked to rate their expert after the work has been done
and almost every time they give a 5-star rating, with tremendous positive
the client to rate the expert.
To ensure we receive feedback about the
Peerwith platform itself, which enables us to continuously improve the
experience we offer, we have introduced the Net Promoter Score (NPS) score. The
Net Promoter Score is an index ranging from -100 to 100 that measures the
willingness of customers to recommend a company’s products or services to
others. It is used as a proxy for gauging the customer’s overall satisfaction
with a company’s product or service and the customer’s loyalty to the brand.
the client to rate Peerwith.
Customers are surveyed on one single question.
They are asked to rate on an 11-point scale the likelihood of recommending the
company or brand to a friend or colleague. Based on their rating, customers are
then classified in 3 categories: detractors, passives and promoters.
‘Detractors’ give a score lower or equal to 6,
‘Passives’ give a score of 7 or 8 and ‘Promoters’ answer 9 or 10.
NPS score question.
The Net Promoter Score (NPS) is determined by
subtracting the percentage of customers who are detractors from the percentage
who are promoters. What is generated is a score between -100 and 100 called the
Net Promoter Score. This is an easy indication for customer satisfaction. By
asking a subsequent question about what they care most about to improve their
rating we at Peerwith can ensure the platform is of the highest quality and our
services match researcher needs.
We ask clients if we can contact them for more
feedback which gives us the opportunity to get valuable input for improvements
of the platform and the services on offer.
At this moment we do
not have enough ratings to give a significant NPS score but the first results
look great and soon we will be able to communicate the Peerwith NPS score.