London, UK – 11th June 2013 – Masergy today announced that it has achieved a “best-in-class” Net Promoter Score (NPS®) of 59.3 percent. The customer satisfaction mark is a new company record for the managed services and cloud communications provider and far exceeds the technology industry’s benchmark of 24.7 percent.
“Our commitment to customer service has always been our primary differentiator and that commitment has been validated with our latest NPS. It also illustrates how our employees are willing to go above and beyond to ensure the best possible experience for our customers,” said Masergy CEO Chris MacFarland. “We are determined to meet the needs of our customers by providing passionate service and customised networking and communications solutions. Our continued growth in our business is very dependent on keeping our existing customers satisfied.”
The Net Promoter Score is based on customers’ direct feedback and measures their likelihood to recommend a business’s products or services in their respective marketplace. Scores can range from -100 to +100 with scores of 50 and higher considered a “best-in-class” performance level.
The NPS is calculated as the percentage of Masergy’s customers who are promoters (rating the company 9 or 10 on a 0-to-10 point scale) minus the percentage who are detractors (rating 6 or lower). Masergy had a survey response rate of 36 percent with “promoters” outgaining “detractors” by an 8:1 margin. This means a far greater number of Masergy customers would refer the company to other colleagues versus those who would not.
Masergy operates the largest independent global network platform that delivers a pure Ethernet experience anywhere in the world and includes SLAs that guarantee 100 percent reliability for voice, video and other critical business applications. Masergy also offers a wide range of cloud-based networking and unified communications services serving both enterprise and medium-sized businesses.
About Satmetrix and Net Promoter Score
Satmetrix is the leading provider of cloud-based customer experience software for companies worldwide and is co-developer of the Net Promoter Score. The NPS has become the worldwide standard for organisations to measure, understand and improve their customer experiences. It is both a loyalty measurement and a discipline for using customer feedback to fuel business growth. The NPS ultimately helps companies and their employees understand and be accountable for how they engage with customers. For more information visit www.satmetrix.com.
Masergy is a managed services and cloud communications provider delivering customised, high-performance platforms that help businesses compete in the global marketplace. The company pioneered one of the first global IP/MPLS networks in 2000 that could deliver a pure Ethernet experience to any location worldwide. Masergy has since expanded its offerings and today operates the largest independent global network platform, a fully integrated cloud communications offering, cloud-based security and managed network services. These solutions deliver a superior customer experience with guaranteed performance, scalability and reach. Masergy's award-winning technology, flexible solutions and unmatched passion for customer care are why a growing number of the world's largest companies rely on Masergy to deliver performance beyond expectations. For more information about Masergy visit www.masergy.com or follow the company on Twitter @Masergy.