20 Jan 2010
Focus on customer recommendation gains recognition in
prestigious award process.
IRIS today announced that it has been shortlisted for the
respected Customer Kings award run by Real Business Magazine
www.realbusiness.co.uk in
association with Cisco. IRIS was awarded
a ‘High Commendation’ in
the 2009 customer satisfaction awards and praised for providing
exemplary support to its customers.
The 2010 entry from IRIS focused on the
continued ‘real improvements’ that have been made to overall
customer experience following the adoption of the Net
Promoter Score (NPS), a loyalty metric and discipline
based on a
single question that measures a customer’s likelihood to recommend
IRIS software and services.
The base point for the NPS measurement is to
achieve a positive index rather than negative. In July 2009
the
IRIS group collaborative NPS score was a respectable +21. In
December 2009 the score had leapt over 100% to+43
driven by increased scores across the divisions. This result ranks
IRIS alongside other leading software providers such as Intuit and
Symantec and importantly demonstrates IRIS commitment to improving
their
customer experience.
Championed from the top by IRIS CEO, Martin
Leuw, the NPS approach has been enthusiastically adopted by
the business and during last 12 months:
- The entire 60,000 customer base has been
surveyed every six months to establish their NPS score
- Follow-up ’touchpoint‘ surveys have been
completed to understand where individual problems can be
resolved or where more general customer issues need development
strategies
- Management action plans have been executed
based on the analysis, with all teams involved in
improving the overall customer experience
IRIS Accountancy Practice Solutions (APS)
division is typical of the passion with which NPS has been
adopted.
Their score leapt from +29 in April 2009 to +48 in December
2009. The NPS survey solicited feedback from
more than 2,000 APS customers. Commenting on the increased score,
Phill Robinson, Managing Director of APS, said: “Customer
satisfaction and retention is deeply rooted in the delivery,
maintenance and support of a robust
and high quality accountancy practice solution. Such an improved
score reflects our efforts to continually innovate, differentiate
and improve what we’re offering to the market.”
About NPS
NPS is based on the fundamental perspective
that every company's customers can be divided into three
categories: Promoters, Passives, and Detractors. By asking one
simple question “How likely is it that you would you recommend
[Company X] to a friend or colleague?” you can track these groups
and get a clear measure of a company's performance through its
customers' eyes.
Customers respond on a 0-to-10 point rating
scale and are categorised as follows:
Promoters (score 9-10) are loyal enthusiasts
who will keep buying and refer others, fueling growth.
Passives
(score 7-8) are satisfied but unenthusiastic customers who are
vulnerable to competitive offerings. Detractors (score 0-6)
are unhappy customers who can damage your brand and impede growth
through negative word-of-mouth. To calculate your company's Net
Promoter Score (NPS), take the percentage of customers who are
Promoters and subtract the percentage who are Detractors.
More details can be found
at www.netpromoter.com
