Documentolog's NPS Indicator Exceeds the Global Average by 10.64%

What do our clients think about our products? Are they willing to recommend us to their acquaintances?

When creating our solutions and developing functionality, we always ask ourselves these questions and work on improving the quality of service and loyalty of our clients. For a qualitative measurement of user loyalty we have been measuring NPS (Net Promoter Score - "customer loyalty index") for the second year now. In global practice, NPS is an indicator that allows us to assess the level of customers' willingness to recommend the company to their friends, partners, and acquaintances.

In 2021, Documentolog's NPS was 48.61%, and in 2022 it reached 50.64%.

How can we understand if this is a high score or not?

First, let's look at the mechanism for calculating NPS. According to this, all respondents are divided into three categories on a 10-point scale:

⁃ not willing to recommend the product,

⁃ doubtful,

⁃ willing to recommend the product.

To obtain the index, simply subtract the percentage of "not willing to recommend" from the percentage of "willing to recommend." This is how NPS is calculated.

Abroad, the practice of NPS is standard; many foreign companies measure it regularly. Currently, an NPS score of 30% is considered a satisfactory result, while 50% and above is excellent. The well-known business strategist Fred Reichheld conducted an NPS study in 400 companies in the USA and concluded: companies with an NPS exceeding 50% tend to have high growth rates. These are market leaders.

According to international data from one of the well-known portals, Retently, the benchmark for the B2B sector in Software&SaaS is 40%.

At the same time, Retently indicates that for the B2C sector in Internet Software&Services, only 4% NPS is the benchmark for the global industry.

What conclusions can we draw?

?More than 50% of respondents (or every second client) are willing to recommend our service to their friends and family.

?Documentolog's NPS score of 50.64% is 10.64% higher than the global average standard.

?The path we have chosen for development resonates with our clients, which undoubtedly motivates us to continue developing the product.

?We still have room to grow, analyze mistakes, and optimize our work.

And finally, according to the latest survey, 76.43% of respondents noted that after implementing Documentolog, processes within their company have become simpler, and work has become more efficient. Isn't this the main figure for us and our clients?

An effective business chooses Documentolog!