One Call Now Customers Tell it Like it Is

by Lisa Eifert on April 1st, 2016

How likely are you to recommend One Call Now to a friend or colleague?

That’s the question we ask our customers once a quarter to measure their level of satisfaction with our group messaging solution. The satisfaction survey methodology we use, called Net Promoter Score, is centered on the idea that this one simple question is the best gauge of a customer’s overall satisfaction, and can be frequently monitored without barraging clients with lengthy satisfaction surveys. The question, “How likely are you to recommend One Call Now to a friend or colleague?” is rated on a scale of 1 – 10 and customers are divided into three categories based on their responses:

  • Promoters (rating of 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth
  • Passives (rating 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
  • Detractors (rating 0-6) are unhappy customers who can damage the brand and impede growth through negative word-of-mouth.

Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).

So how did we do?

93% of our customers scored our service at a 7 or above, giving us a Net Promoter Score of 65, higher than SurveyMonkey’s benchmark calculated from more than 70,122 companies!

We’re proud that we’re so effectively able to serve over 28,000 groups from Fortune 500 companies to schools, churches and property management companies. Thank you to all of our loyal customers who renew their service subscription with us year after year. We appreciate your business and look forward to serving your group messaging needs for years to come.

Would you like to be notified when new blog content is available?