PNO SCORES HIGH ON CUSTOMER SATISFACTION
PNO’s Net Promoter Score (NPS) for the first half of 2019 reached 66. This great score reflects high customer satisfaction and it’s an achievement all of us at Team PNO are very proud of.
PNO decisively outperforms the average NPS results of our industry as well as similar ones. In addition, we’re getting closer to some of the most acknowledged disruptors that are known for delivering world class customer service.
We believe this achievement derives from our belief that strong relationships are the basis for good results. For this reason, we particularly value long-term customer relationships based on trust. In addition, we see our pragmatism as a virtue to make it simple, flexible, and understandable to be a customer at PNO. That’s why we operate under the mantra “one contact, one contract”, providing support to our customers from request to order and during the entire contract lifetime
“We are very proud of the Net Promoter Score we have received. It is a result of hard teamwork and reflects our effort to always assist and support our customers the best possible way – also during difficult times. The feedback from our customers enables us to adapt our business to their needs and the changing market. The customer-centric approach is part of PNO’s DNA and the NPS survey a valuable tool to get the needed insights and inputs. A special thanks to all our customers who took their time to give us their valuable feedback.” – Jacob Lee Ørnstrand, Group CEO.
WHAT IS NET PROMOTER SCORE?
Net Promoter Score (NPS), measures customer experience and predicts business growth. To do this, customers are asked to answer a key question, using a 0-10 scale: “How likely is it that you would recommend PNO to a friend or colleague?”
Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).