Our vision is to be the best quality Connected Cloud Solutions Provider to UK businesses, and at the heart of this vision sits customer experience. We are proud to hold the highest Net Promoter Score (NPS) in UK telecoms with a score of 86 for February 2023 against an industry average of 31. It is a testament to our commitment to improve and drive customer excellence which we put at the heart of all that we do.
At FluidOne, we truly believe in putting the customer first and our service and billing team has implemented a number of improvements that have not only transformed the way we work with our customers and partners but ensures customer satisfaction is of the highest standard.
Since May 2018, our NPS score has more than doubled, a true testament to our commitment to improve and drive customer excellence.
Current Telecoms industry average NPS score is 31
Current IT service industry average NPS score is 40
How we compare in the industry
So how do we improve?
We’ve put in place a number of improvements to our customer journey, including transforming the digital experience for customers and partners through our customer portal, Dash.
We’ve implemented a number of rigorous quality measures within our Support and Service Delivery departments.
Our Executive team are meeting customers and partners who have offered feedback to better understand their viewpoint, they continue to be on hand to discuss, implement and improve the customer experience.
We’ve implemented a clearer and shorter escalation process ensuring members of the team can be reached quickly.
We’re regularly monitoring customer feedback. Should a customer score us below 7, a senior manager is assigned to get in touch with them directly.
How do we measure NPS:
We measure our NPS score through a number of factors, two of which are:
When we resolve a fault ticket, feedback is captured with a follow up survey.
When we complete an order, feedback is captured via a portal independent of FluidOne.
Can We Help You On Your Connected Cloud Journey?
Our expert team is always on hand to help your business find solutions to help it excel.