Trust, loyalty and satisfaction. Xpera is committed to ensuring that each client experience exceeds expectations. That’s why we’re proud to consistently achieve a world-class Net Promoter Score (NPS), a gold-standard, independently verified metric utilized by companies around the globe.
We regularly survey and canvas our clients to gain insight into their working relationship with Xpera. It’s an investment in transparency and accountability and the feedback we receive is used to drive improvements and innovation across our suite of services.
Client experience isn’t guesswork. We use the information we receive from our NPS and closed loop feedback to determine where we go next and a welcome challenge to become even better. Our evolution is guided by our commitment to excellence, and our strength is built by how we listen, learn, and understand what’s important to our customers.
Frequently asked questions
NPS stands for Net Promoter Score. Used by millions of businesses worldwide, the client satisfaction metric aims to capture customer perception and loyalty.
NPS provides a reflection of customer contentment based on the idea that if customers experience a high level of satisfaction, they are more likely to recommend a company to others. Xpera uses an independent, third-party platform to engage with our clients and calculate our NPS score.
Clients are surveyed and are asked, based on a scale from 0 (not at all likely) to 10 (extremely likely), their response to the following question: How likely is it that you would recommend Xpera to a friend or colleague?
NPS groups respondents into one of three categories, based on their responses:
- 1. Promoters: clients who have had strong, positive experience, and would confidently recommend our services to others.
- 2. Passives: clients who are generally satisfied with the service they received.
- 3. Detractors: clients who are dissatisfied with the service they have received.
A NPS score is calculated by subtracting the percentage of “Detractors” from the percentage of “Promoters”.
Xpera is proud to consistently achieve 80% or higher, which is considered an excellent, “world-class” score.
NPS can be applied as a strategic tool to measure a company’s performance against any competitor, industry benchmark or standard.
At Xpera, in addition to the core survey score, we gain a timely and actionable snapshot of how we’re meeting client needs by also measuring:
- Timeliness of Service Completion
- Value of Service
- Professionalism and Courtesy
Through consistent measurement and analysis, NPS allows an organization to continually monitor and evolve how they are meeting client needs.
At Xpera, NPS plays a crucial role in our quality assurance program for our clients. This ensures that we can be proactive in the design and deployment of our services, client care, delivery standards, and improvement objectives across our organization.
We also give clients the opportunity to provide additional feedback. This also allows us to be transparent and demonstrate that we are listening and incorporating valued assessments of our performance.
Xpera works within a closed-loop NPS process. This means we monitor survey feedback daily, with a mandatory 48-hour follow-up for any score below 8.
After connecting with the client, our follow-up documentation includes how the situation was resolved and indicates any recommended process changes or employee education. This allows us to action any feedback by bringing it to our teams, producing greater quality in assignments.
Our feedback loop breaks down in two ways:
The "Inner Loop": Direct, personalized, and timely follow-up with individual customers to address specific concerns, typically within 48 hours.
The "Outer Loop": Using the collected feedback and insights to drive organizational improvements in our products, services, or internal processes.
In this way, Xpera ensures the learnings from our NPS score and feedback reaches our clients and across our company as a whole.