Customer Satisfaction Survey
The opinion of our clients is crucial for ACS. For this reason, since late 2010, ACS conducts an ongoing study of customer satisfaction.
The results of these measurements provide insights into our capabilities, but also highlights where improvements need to be made. Making it possible for us to offer you an even better service next time.
Net Promoter Score
The results of these continuous measurements are converted to the so-called Net Promoter Score (NPS). This is a scientific number that indicates how likely it is that an organisation will be recommended to potential customers.
The ultimate question we ask our clients is: “How likely is it that you will recommend our company to a friend or business associate.” The answers to this question are shown in the NPS results.
The % of ‘will not recommend’ (which are scores from 0 to 6) is subtracted from the % of ‘will recommend’ (which is a score of 9 or 10). The NPS minimum is -100 if everybody ‘will not recommend’ ACS, and up to +100 when all customers ‘will recommend’ ACS. An NPS of +50 or higher is considered as ‘excellent’.
The average NPS for ACS in 2015 was 37.