Net Promoter Score of 45

A real-time score of our customer service excellence - every interaction, every service, every day.



For over 15 years we have built trust with our customers by placing service excellence at the heart of our operations. And now we’ve developed our Trust Index - a live and transparent view of our customers’ loyalty, trust and experience measured using the Net Promoter Score method.


The Trust Index is a first…

The Trust Index is a first - real-time NPS rating into our service management systems. Most importantly, live results are visible here on our website and internally.

We wanted our customers and those considering working with us, to see in real-time how well we’re doing. No hidden data, no masking of time frames - a transparent view of the trust are customers place in us.

The launch of The Trust Index makes us the first UK company to Integrate our NPS rating system into our service management systems. Our NPS approach is independently audited as part of our IS0 20000.

Our Net Promoter Score:

*rolling 6 month real-time average

About Net Promoter® Score

Net Promoter® Score, or NPS® is a loyalty and satisfaction metric developed by Fred Reichheld in 2003; publicised in a Harvard Business Review article: 'The One Number You Need to Grow'. It has fast become the measure for businesses to benchmark advocacy. We’ve taken NPS one step further by creating the Trust Index - based on real-time interactions. Our current NPS of 40 is well above the industry average of 17.

How the Trust Index
improves service

This innovation means that any time a customer tells us we could do better, we get in touch in real-time to put things right. We believe we’re the first UK company in our industry to offer that level of service responsiveness.

We’re embedding customer service excellence in our culture - anytime our customers recognise our people doing well we recognise and reward this throughout the business. At Exponential-e we’re committed to service excellence and are empowering our people to deliver it. That’s why over 96% of our customers would recommend us.

“I was always fascinated by one of your company’s missions: 'Peace of Mind-as-a-Service' and we experienced it first hand in the issues we faced last week.

You put the customer first, moved things at a rapid pace and got us back in action by resolving the issue. This was a new service we requested and the speed, technical capabilities and program management that Exponential-e has at its disposal and which was deployed at the right time gives us, and our customers true peace of mind.”

Ravi Vishwanath
COO, Nth Dimension - A Tech Mahindra Company.

Want to learn more?

Speak with our customer service team.

 

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London Head Office - 100 Leman Street, London, E1 8EU - Tel: 020 7096 4100    |    Manchester Office - 3 Hardman Street, Manchester, M3 3HF - Tel: 0161 669 4050

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