Thursday, January 10, 2019

Net Promoter Score update for 2018

For the second year in a row, we collected feedback from our individual customers. We asked them what they liked and what they would like to get improved in the TrackTest assessment solution. 

Collected answers are used for the calculation of the Net Promoter Score- NPS ® and for qualitative feedback about our service. Here are the 2018 NPS results:

TrackTest Net Promoter Score is 69 points- Excellent. 

Net Promoter Score is an important metric in measuring customer loyalty and satisfaction. Every score above 0 is considered "good" (50 points and above being "excellent").
Comparing with the 2017 NPS results, there is 15 points improvement.
We also used qualitative feedback as an inspiration for the new products and optional features launched in 2018, such as the proctored exam with the verified identity or the printed certificate by post.