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Case Study: The Welcoming Host - How SingleHop Implemented their NPS program

Blog by Adam Dorrell
February 14, 2018

How SingleHop, a leading US-based hosting company is focusing on customers by implementing Net Promoter® with CustomerGauge.

SingleHop is a cloud hosting provider that offers highly scalable, on-demand infrastructure services to both end-users and resellers. With over 7,900% growth over the past three years and around 4,500 clients in 114 countries, it is the second-fastest growing IT company in the US. CustomerGauge has been working with SingleHop for a while, and this one page case study outlines how SingleHop researched what metric to use, chose a partner, rolled out the NPS project and budgeted the project. Particularly interesting are the lessons learned, and their score evolution. Here’s a sample quote from the study: “New clients are our best critics because they see us without the years of experience they already have with us. Going forward, NPS is going to be very helpful in allowing us to understand what the clients’ first impression is of SingleHop.” -  Andrew Munz, Director of Relationships. In addition, Andrew talks about the future of NPS at SingleHop. We are delighted to have such a thoughtful and responsive client in SingleHop, and feel that with their focus on customer loyalty they will continue to see speedy growth. P.S.: There is also a video of this case study that you can check out, right here.

Download the case study here:

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