| Latest CRM News |
| Research Reports |
| Products & Services |
| Business Deals |
| Corporate Orders |
| Corporate Performance |
| HR Watch |
| Submit your Story |
 by Document Type |
| Academic Papers |
| Articles |
| Case Studies |
| Presentations |
| White Papers |
| Research Reports |
| by Industry |
| Finance |
| Retail |
| Telco |
| Government |
| Healthcare |
| Utilities |
| Submit your Document |
| Editorial |
| Highlights |
| Experts Corner |
| Experts Panel |
| Ask the Experts |
| Books |
| Free Membership |
| Corporate Membership |
| CRM Software & Systems |
| Professional Services & Consultants |
| Analyst Groups & Research Services |
| Resources & Associations |
| Exhibitions & Conferences |
| List your Company |
| Home | | News | | Events | | Careers | | Library | | Topics | | Members | | Vendor Directory |
MyFax Earns Top-Level NetPromoter Score from Customers
Validation of MyFax’s dedication to customer service and satisfaction came today when the Internet fax service company announced that it now holds a NetPromoter score of 79 percent based on actual customer feedback. This score puts the company even with retail superstar Costco, and ahead of corporate giants such Amazon, eBay, SAS, Apple Computers, Federal Express, Southwest Airlines and American Express according to information published on the NetPromoter Web site. It is also just three percentage points behind NetPromoter’s top-performer, USAA.
The NetPromoter Score was developed to quantify a high-value activity that was previously difficult to measure reliably ¬- “word of mouth” recommendations. The scores are based on customer answers to one core question: Would you recommend us to a friend or colleague? The final score is the result of subtracting the percentage of customers who are considered detractors (less likely to recommend a company or its products) from the promoters (those highly likely to recommend a company or its products).
According to MyFax executives, the high NetPromoter Score is a natural outgrowth of the company’s dedication to providing a superior customer experience through product innovation and customer support.
“We’re committed to making sure MyFax helps our customers work better and more efficiently,” said Joseph Nour, CEO of Protus IP Solutions, the provider of MyFax. “For a company like ours, the true measure of success is whether our customers like what we’re doing enough to put their own reputations on the line and recommend us to others. That’s an action that drives profitability and growth. We’ve put a lot of effort into making sure our MyFax service and the people who support it are top-notch. It’s good to see that effort validated by our customers.”
MyFax’s score of 79 percent is even more remarkable in light of NetPromoter’s statement that the “average firm sputters along at an NPS efficiency of only five to 10 percent.” This customer affinity is one of the reasons MyFax has been growing at a rate that eclipses the Internet fax service industry specifically, as well as the economy in general.
“It’s great to be considered a top performer, but until we hit 100 percent there is still room for improvement,” Nour said. “We have no plans to rest on our laurels. Instead, we will continue to evolve our products, systems and service to assure that they reflect the ever-changing needs of our customers.”
The NetPromoter Score was developed to quantify a high-value activity that was previously difficult to measure reliably ¬- “word of mouth” recommendations. The scores are based on customer answers to one core question: Would you recommend us to a friend or colleague? The final score is the result of subtracting the percentage of customers who are considered detractors (less likely to recommend a company or its products) from the promoters (those highly likely to recommend a company or its products).
According to MyFax executives, the high NetPromoter Score is a natural outgrowth of the company’s dedication to providing a superior customer experience through product innovation and customer support.
“We’re committed to making sure MyFax helps our customers work better and more efficiently,” said Joseph Nour, CEO of Protus IP Solutions, the provider of MyFax. “For a company like ours, the true measure of success is whether our customers like what we’re doing enough to put their own reputations on the line and recommend us to others. That’s an action that drives profitability and growth. We’ve put a lot of effort into making sure our MyFax service and the people who support it are top-notch. It’s good to see that effort validated by our customers.”
MyFax’s score of 79 percent is even more remarkable in light of NetPromoter’s statement that the “average firm sputters along at an NPS efficiency of only five to 10 percent.” This customer affinity is one of the reasons MyFax has been growing at a rate that eclipses the Internet fax service industry specifically, as well as the economy in general.
“It’s great to be considered a top performer, but until we hit 100 percent there is still room for improvement,” Nour said. “We have no plans to rest on our laurels. Instead, we will continue to evolve our products, systems and service to assure that they reflect the ever-changing needs of our customers.”
Other Latest News of this Category: