NexPay is proud to announce that our 2021 customer satisfaction survey results yielded a 77 Net Promoter Score, improving the previous year's already high 72 NPS.
The NexPay team reviewed last year's comments and suggestions and worked hard to improve the platform to provide an even higher level of customer service.
"Our team works hard to serve our clients and continuously improve the NexPay platform," said Piew Yap, NexPay CEO. "This annual assessment of our product and customer service is a powerful tool for us. It helps us identify and address our clients needs so we can provide the best possible experience for them."
Net promoter score (NPS) is the gold standard of customer service metrics. NPS tracks customer loyalty on a scale of -100 to +100. The survey used to determine this score consists of a straightforward question, "How likely is it that you would recommend NexPay to a friend or colleague?" Respondents are then categorized as Promoters, Passives, or Detractors. A score of 77 means the overwhelming majority of NexPay's clients fell into the Promoters category answering that they were "extremely likely" to recommend NexPay.
"I am so grateful to everyone who took the time to answer our survey.
That our clients show this level of enthusiasm and loyalty to us speaks volumes for the NexGen payment solutions we offer and the service our team provides," said Yap.
The NexPay team is reviewing all comments to find opportunities for improvement.