Today, I am thrilled and privileged to announce a remarkable achievement at Avantra – a landmark feat in customer satisfaction and loyalty! For the third consecutive year, our relentless commitment to excellence has culminated in setting the industry benchmark with an exceptional Net Promoter Score (NPS) of +63 and a Customer Satisfaction (CSAT) score of 91%. These numbers aren't just figures; they are a testament to the trust and loyalty our customers have in us.
A leap in customer trust: Our NPS journey
The Net Promoter Score is a key metric used across industries to gauge customer loyalty and the likelihood of customers to recommend a company's services to others. An NPS score can range from -100 to +100, with any score above zero being considered good, above +50 being excellent, and over +70 being world class. Our score of +63 places us in the elite category of businesses globally, reflecting the deep trust and strong relationships we have built with our customers.
Achieving such a high NPS is no small feat. It's a reflection of our unwavering dedication to not just meet but exceed customer expectations. This score is a culmination of countless hours of hard work, a focus on data driven experiences, and a customer first approach that has been the cornerstone of our business philosophy.
Excelling in customer satisfaction: The CSAT score
Alongside our NPS, the Customer Satisfaction (CSAT) score is another pivotal measure of our performance. Standing at a robust 91%, this score is a clear indicator of how satisfied customers are with our services and software. CSAT scores are crucial as they reflect the immediate sentiment of customers after interactions with our support team. Our score underscores the high quality experience we strive to deliver consistently, making each customer interaction meaningful and satisfying.
Our journey to this exceptional CSAT score involves a deep understanding of customer needs, personalized service, and a commitment to providing top notch solutions. It's about creating an experience that isn't just satisfactory, but delightful. We don’t always get it right of course (who does), but we’re humbled by these results and will strive to do even better for next year.
Leading the industry: Three years and counting
For three consecutive years, Avantra has set the industry benchmark for NPS and CSAT scores. This consistency is not just about maintaining high standards; it's about continuously raising the bar. Our team's passion, combined with innovative strategies and a keen focus on customer feedback, has enabled us to achieve and sustain these scores.
The heart of our success: You
Our customers are at the heart of this monumental success. Your feedback, trust, and loyalty have been instrumental in shaping our services and customer experience. You inspire us to innovate, improve, and continue to provide exceptional service.
As we celebrate this achievement, we also look forward to the future with excitement and determination. Our commitment to you remains stronger than ever. We are motivated to continue this journey of excellence, pushing boundaries, and setting new industry standards.
Thank you for being a part of our journey. Here's to many more years of setting benchmarks and exceeding expectations, together!