We strive to give you the very best experience, which is why we actively measure your opinion through the Net Promoter Score (NPS). We welcome your feedback, as this is the only way we can continuously grow and improve ourselves. Especially, critical feedback is valuable, because it gives us concrete tools to take our services and support to the next level. We then use this data to actually get better, optimize our processes and thus meet your expectations even better in the future, but what is NPS, and how is it measured?

What is NPS?

NPS stands for Net Promoter Score, a method of measuring customer satisfaction. This is important to us because it gives us insight into where we can improve and whether our team’s level of knowledge is up to scratch.

When a solution has been offered via support or the ticket is closed, we always ask the following 3 questions: How likely would you be to recommend Root3 to a friend or colleague based on your recent experience with our Support Team? Can you explain your rating? And what would make your experience with Root3 better?

The grades given include a specific category of voters:

  • Very satisfied customers or Promoters give a 9 or 10.
  • Satisfied customers or Passives give a 7 or 8.
  • Dissatisfied customers or Detractors give a 6 or lower.

Suppose you have 75 Promoters, 15 Passives and 10 Detractors. In this case, you have 100 voters in total, of which 75% are Promoters, 15% Passives and 10% Detractors. You calculate the NPS as follows: % Promoters – % Detractors = NPS. In this example: 75% – 10%, giving an NPS of 65. So our score is only measured on the percentage of Very Satisfied customers minus the percentage of dissatisfied customers

How does Root3 use NPS

We share all our great stories with the support team, but also carefully incorporate any criticism and feedback into our meetings. This way, we continuously learn from our customers and continuously improve our services. When a customer is dissatisfied, we contact them to discuss the situation and understand where the dissatisfaction comes from. Where possible, we offer a suitable solution so that they are satisfied again in the future.

How are we doing and the Dutch market?

We are currently scoring an NPS of 68 for 2025! Of course, we are proud of this.

 

 

In the Netherlands, the best performing industry in the B2B market achieves an average NPS of 29. Top performers achieve an average score of 46, while the Best in Class scores an impressive 71. In the ICT industry, the average NPS is only 6, with the Best in Class achieving a score of 31.

We are delighted with the figures we have achieved so far. It shows that our customers are enormously satisfied. Nevertheless, we continue to improve continuously to achieve even higher customer satisfaction.

The figures mentioned are based on Integron’s report ‘Customer Experience in B2B Netherlands 2024’.