What is the NPS survey?

A Net promoter score (NPS) survey is regarded as the gold standard of customer experience metrics and trusted by businesses worldwide to measure and track how they’re perceived by their customers.

By annually doing an NPS survey, we can keep a finger on the pulse of how our customers feel about our service, products and support. The NPS acts as a barometer for the relationships we have with our valuable customers and distributors.

How does the scoring work?

NPS measures customer perception based on one simple question: How likely is it that you would recommend this company to a friend or colleague?
Respondents give a rating between 0 (not at all likely) and 10 (extremely likely) and, depending on their response, their scores fall into one of 3 categories to establish an NPS rating:

• Promoters respond with a score of 9 or 10 and are typically loyal and enthusiastic customers.
• Passives respond with a score of 7 or 8. They are satisfied with the service but not happy enough to be considered promoters.
• Detractors respond with a score of 0 to 6. These are unhappy customers that may even discourage others from buying from our business.

When will the next NPS survey be distributed to Siniat distributors?

As a Siniat direct customer or distributor can expect to receive the annual NPS survey early in October. It will be circulated by email by our research partner, FutureLab. FutureLab will conduct the survey on our behalf and process the results.  

What do we do with the NPS results?

Feedback given in the NPS survey is very valuable to us. We may get in touch with a phone call to discuss your comments in more detail, and we will use your feedback to make real changes in our business and improve our service to you.

The NPS is an opportunity to find out what we are doing right, and where there is room for improvement.

We therefore strongly encourage you to participate in the survey this year. Your opinion counts!