(The Hosting News)– Managed hosting provider PEER 1 Hosting Network Enterprises, Inc. (TSX: PIX) has challenged other hosting providers, challenging them to publish their Net Promoter ScoresTM (NPS).
To improve transparency over service quality for buyers and users of hosting services, PEER 1 Hosting believes all serious hosting service providers should measure and publish their NPSTM score to enable a simple comparison of customer satisfaction. PEER 1 Hosting’s own Net Promoter ScoreTM has been calculated at +36. The industry average in IT services is 7.
NPSTM methodology provides an objective analysis of customer satisfaction by measuring the extent to which customers are willing to recommend the service to a friend or a colleague. Pioneered by Fred Reichheld in 2003 in the Harvard Business Review article, ‘The one number you need to grow(1), NPSTM identifies both promoters and detractors of a business by asking customers ‘How likely are you to recommend us?’. By subtracting one from the other, the Net Promoter ScoreTM can be calculated to present a customer-defined and comparable measure of service quality.
Dominic Monkhouse, Managing Director at PEER 1 Hosting UK commented: “Ultimately, hosting isn’t about hardware and data centers; it’s about service, uptime and quality. NPSTM is a simple way for customers to evaluate which hosting providers are performing at what level. PEER 1 Hosting is accountable to its customers; it’s time for the hosting industry to stand up and be counted too.”
John Hughes, Director of Customer Experience Accreditation and Awards, and Managing Director, Customer Service Network welcomed the initiative from PEER 1 Hosting: “In a service-led environment, the NPSTM can be hugely powerful in providing a benchmark. I would encourage anyone who is responsible for buying hosting services to ask those companies that they are considering doing business with for their NPSTM score. If they cannot provide a recent report, then this suggests they are not proud of it or worse still, they don’t care.”
(1)Frederick F. Reichheld (December 2003). “The One Number You Need to Grow”. Harvard Business Review.