Net Promoter Score is the key to our Customer’s Voice
The Net Promoter Survey gives each one of our customers the chance to share honest feedback about SEI’s overall performance and service offerings. SEI then takes the voice of our customers and applies their feedback to our overall vision and four core objectives.
SEI believes inspired employees provide the best service. By working on employee’s goals, and aligning them with company’s goals, there is no limit to the amount of great work that can be accomplished. When customers see how much SEI employees believe in themselves and the company, they understand why SEI provides outstanding customer service that far outranks industry standards.
How the Net Promoter Score Works
The Net Promoter Score (NPS) is important to understanding how our customers perceive us and the service we provide. We believe the only way to improve is to know where we stand. The following are the main functions of NPS at SEI.
Keep it short. Your time is valuable, so our survey doesn’t take too long. We want to make giving feedback a simple process for our customers. Taking time to thoughtfully answer the two questions helps provide an immense amount of information for us to review and help make improvements that positively affect our customers.
Two Questions. If you are willing to promote us to others then we are delivering the remarkable customer service we strive to provide. If not, then we need to improve. We ask “How likely is it that you would recommend SEI to a friend or colleague?” from 0-10. Then we ask why? This is where the great information is gathered – good or bad – and it’s where we learn about ourselves through our customers.
Read Every Comment. We not only read every comment but take action on them too. We want you to know that your voice has been heard, so we respond to every comment that we receive appropriately.
How can we serve you better? We want to know what your needs and wants are. SEI is a service company and we want to provide the service you need. Tell us your honest opinions and we do whatever we can to meet those needs. We take this very seriously and meet regularly to go over results from Net Promoter Score survey results.
Why the Net Promoter Score?
NPS asks two questions, “How likely would you be to recommend SEI to your friends or colleagues?” and “Why?”
SEI believes that each one of our customers should be willing to stake their reputation on our ability to deliver remarkable service. If not, then we are not doing our job.
NPS is a measurement that tells us what our customers not only think of us, but what they need from us – to SEI this is priceless!
Where Does SEI Fit In?
SEI’s score is significantly higher than our competitors and the 2014 Tech Industry average.
We attribute our score to the relationship that we build with each of our customers. SEI’s Senior Account Executives and Dedicated Field Engineers do one thing – they support you – and they do it well!
SEI is a trusted partner, not just another vendor. Everything we do revolves around our outstanding customer service experience and providing the best support in the industry for our customers.