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Customer Loyalty Level to Our Products in 2021 Was 48.6%
Last year, we launched a project to measure our users' satisfaction - NPS (Net Promoter Score).
3 min.
18.01.2022
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Last year, we launched a project to measure our users' satisfaction - NPS (Net Promoter Score).
Ayaz Zhakabaev, Head of Customer Service and Support at Documentolog: “NPS or the Customer Loyalty Index reveals how satisfied customers are with our product and how willing they are to recommend it to their partners, colleagues, and loved ones. A positive NPS means that there are more users in the product ecosystem who are ready to recommend the service.”
As of the end of 2021, the NPS indicator was 48.61%. This means that almost half of our customers are satisfied with the product and are willing to recommend it to others.
For 2022, we have set a goal to achieve an NPS of at least 70%. To achieve this, we will continue to develop our product and improve services for our customers.
Additionally, during the survey, the Customer Support Service received and processed over 190 different ideas and suggestions from customers, which were forwarded for implementation.
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