Net Promoter News: Fly Me Kangaroo Down, Sport – Qantas Hops on NPS, NextUC up to/down to 29, Acer Middle East at NPS 67 or maybe 100
Flying Kangaroo hops on Net Promoter®
To say that Qantas is having a rough patch is something of an understatement. In late 2011, the airline experienced a massive industrial dispute in which tens of thousands of people around the globe were stranded for days as the entire fleet was grounded. This year, the stock price continues to plummet, recently reaching an all-time low.
Despite its many challenges, CEO Alan Joyce has remained publicly upbeat about the carrier’s prospects. Last year he claimed that the global fleet grounding was “positive” for the Qantas brand, and this week that customer satisfaction had already recovered.
Among its many challenges, Qantas is now locked in a battle for premium passengers with Virgin Australia, and this week, Joyce announced that the airline will soon allow frequent flyers the opportunity to rate the airline with Net Promoter. Ultimately, staff will likely be rewarded according to their performance. “Incentivising people for doing a good job is absolutely the way we have to go,” he said. It’s no doubt the airline has several mountains to climb in order to arrest its sliding fortunes, so we will be watching this with interest. Sydney Morning Herald
NextUC grows according to all metrics, including NPS
In a self-puffer, unified comms-hoster NextUC has outlined an impressive number of growth stats. Scan through and you will find
- metrics on rapidly rising revenue, usage, user base of it’s Microsft Lync hosted solution, and
- Last but not least, its Net Promoter Score of 29 is tracking up from the month earlier.
It sounds very impressive, and no doubt this is a company that is expanding fast. However, we are a little curious to see that NextUC claimed an NPS of +35 in February this year – not wanting to be too nitpicky, but we wonder about the dip around March/April? Market Watch
Standard Forwarding beats the standard
Standard Forwarding, a subsidiary of DHL, this week announced it has been named Great Lakes/Midwest LTL Carrier of the Year for the fourth time in a row, and that it has the highest Net Promoter Score nationwide. This is according to an annual study that surveys 2,000 shippers and identifies and quantifies the needs of LTL freight customers. Market Watch
Acer aces after sales service – we think
In a recent vaguely worded puffer about a Net Promoter survey from Acer in the Middle East, 67% of those who “availed of Acer’s after sales service” would recommend Acer to a friend, whereas 33% would consider recommending, with zero detractors. We had to re-read this several times to follow it. Depending on semantics, we calculate that’s either a score of 67 or 100. Very good or excellent on service, but nil points for the PR team who neglected to mention sample sizes or other details, however. Trade Arabia
News about Net Promoter® is brought to you weekly by CustomerGauge. Browse archive news items on Net Promoter, search by company tag or check out the back issues. To get a copy in your inbox sign up here.
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.