Survey measures customer experience and satisfaction.
Compliance, an integrated eDiscovery services and managed review provider, announced today the results of their first Net Promoter Score (“NPS”) survey. The resulting NPS of 59 puts Compliance in the “Excellent” category, which only a select group of customer-centric companies are able to achieve.
“I am extremely proud of Compliance’s industry-leading NPS. It confirms our commitment to delivering a better experience and building enduring client partnerships. This is core to our vision and we are delighted to deliver above and beyond our clients’ expectations,” said Marc Zamsky, President and CEO of Compliance.
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NPS is a global standard for determining customer loyalty and satisfaction, and one of the most common customer experience metrics used by companies around the world. The score is based on a single question: “How likely are you to recommend Compliance to a colleague/peer on a scale from 0 to 10?” Based on global NPS standards, a score above 50 is considered “Excellent” and 70 or above is “World Class.” The legal industry currently has an NPS of 26, IT Services has an NPS of 24, and SaaS sits at 30.
This NPS survey was the first-ever conducted on behalf of its service providers to measure customer sentiment. Compliance will lead a webinar to discuss why NPS is so valuable and how it could become the gold standard for customer experience in legal services.
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