Liquid Web Achieves Best-in-Class Net Promoter Score of 74
LANSING, Mich. — Liquid Web (www.liquidweb.com), a professional web hosting company that provides virtual private servers (VPS), dedicated bare metal, and a variety of dedicated server solutions and customizable hosting services to a global customer base, announced that its Net Promoter Score reached an all-time high of 74 at the end of Q2 2015. This represents a “best-in-class” rating in the consumer-driven metric. Liquid Web’s score is particularly noteworthy as scores above 60 are extremely rare in the Web Hosting industry, where average scores historically hover in the single-digit realm. Regardless of industry, a score of 74 – on top of Liquid Web’s confirmed 12-month rolling average of 67 – is strongly indicative of excellent customer satisfaction.
Net Promoter Score (or NPS®) is the result of a 3rd party study on customers’ direct feedback and gauges their likelihood to recommend a business’s products or services. The results calculated the percentage of Liquid Web’s customers who qualify as “promoters” (rating the company 9 or 10 on a 0-to-10 point scale) minus the percentage who are “detractors” (rating 6 or lower). Scores can range from -100 to +100 with scores of +50 and higher considered a “best-in-class” customer service level.
Liquid Web CEO, Jim Geiger, on the Company’s NPS® Score:
“Liquid Web has built our brand and reputation around our Heroic Support model. We rely on word-of-mouth awareness and referrals from customers who’ve experienced our premium managed web hosting. We infuse ‘Heroic Support’ into everything we do, from product development, to helping define solutions for our customers, to supporting them throughout their life-cycle, and beyond. It’s exciting to see our teams’ hard work payoff with feedback directly from our customers and illustrated in a respected benchmark such as the Net Promoter Score.”
At numerous points in its company blog (http://www.liquidweb.com/blog/), Liquid Web states that the majority of its solutions and services are driven by feedback received from its customers and indicates an eagerness to assist customers with issues that extend beyond its scope of management. Consistent and positive customer engagement has surfaced, alongside a strong product offering, as a common variable amongst companies registering high NPS® scores.
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