Customer Feedback Confirms: Above Surveying Delivers Exceptional Service
At Above Surveying, we recently introduced Net Promoter Score (NPS) surveys to understand better how our customers view their experience with us. NPS is a widely recognised measure of customer loyalty and satisfaction, clearly indicating how likely customers are to recommend a company to others.
The process is straightforward. Respondents rate their likelihood to recommend on a scale from 0 to 10. Scores of 9–10 are considered “Promoters,” 7–8 are “Passives,” and 0–6 are “Detractors.” The final NPS is calculated by subtracting the Detractors percentage from the Promoters percentage. This approach provides a transparent view of customer sentiment, rewarding genuine advocacy while highlighting areas for improvement.
Our results for this year are in, and we’re pleased to share that Above Surveying achieved an NPS of 61. This is an excellent result, particularly in a B2B software context where the industry average is 41. Scores above 50 are considered excellent, while scores of 70 and above are considered world-class. For context, large technology companies such as Microsoft, SAP, and Salesforce typically score between 34 and 38.
We want to thank every customer who provided feedback. Your insights are invaluable and will directly inform how we continue to refine and improve our services. The NPS programme marks an important step in strengthening our customer relationships, ensuring that Above Surveying continues to deliver the highest standards of quality, innovation, and support.