Each year we send out our annual survey to our rural customers, asking a range of questions that help us to understand how we are tracking and how our customers’ needs are changing.
This question, which identifies our Net Promoter Score (NPS), was posed to all respondents:
“On a scale of 1 to 10, how likely are you to recommend Lightwire to a friend or colleague in 2022?”
NPS is a well established and near-universally adopted measure of customer loyalty and how likely customers are to refer a company’s products and services to others.
NPS results tell us how many of our customers are promoters, passives, or detractors. Essentially, the better the score, the better job we are doing of focusing on our customers.
This year we scored 44, which is down from 53 last year, but still well ahead of the NZ industry average of 13.
A bit more about how a NPS score is calculated
You ask the customer to rate us out of 10, and whatever answer they give, will put them into one of three categories: detractors, passives, or promoters. Detractors are those that give a score of 6 or less. Scores of 7 and 8 are ignored as they are deemed passive, while scores of 9 and 10 are considered promoters.
To calculate your Net Promoter Score, subtract the percentage of Detractors from the percentage of Promoters. NPS = % promoters – % detractors. It’s that simple. So, if 50% of your respondents were Promoters and 10% were Detractors, your Net Promoter would be a score of 40.
Detractors are considered to be those that give a score of 6 or less. Scores of 7 and 8 are ignored as they are deemed passive, while scores of 9 and 10 are considered promoters.
What does this score tell us?
A lot has happened in the last 12 months! There are some things that we had control over, and others that we could not have predicted.
We’ve increased prices, the first lockdown put a strain on our fixed wireless network, inflation has reared its head, and the general sentiment of New Zealanders is not as positive as what it was 2 years ago. Despite all of this, we’ve retained an extremely strong score.
The year ahead…
We have big plans that we are sure our customers are going to love.
Through continued investment in our rural network, recently buoyed by the government’s RCU announcement we are confident that service speed and uptime will continue to go from strength to strength.
We have big plans to lock in promises around install lead times and price points, and much more to announce as the year goes on.
In the meantime, all that is left to say is a big thanks you to everyone that responded to our survey. Good or bad, your feedback drives our priorities, and we really appreciate you taking the time to help us improve.