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Media Contact: Shane M. Swisher
Senior Director of Corporate Communications
LITITZ, PA - (May 10, 2017) - Listrak clients are more than satisfied with the service they’re receiving, according to a survey conducted in Q1 2017.
The satisfaction survey included an open-ended question asking customers what one thing Listrak could do to improve its Account Management team, followed by sentiment questions asking respondents to rate their Account Manager from 1-10 on qualities that included their responsiveness, product knowledge, knowledge of client business, and overall satisfaction. The average rating for Account Management personnel yielded a 9.4.
When asked to explain their ranking, customers used words like “phenomenal,” “awesome,” “responsive” and “top-notch.” Negatives and suggestions included a need for more face-to-face time, more opportunities for hands-on training, better pricing on solutions, and more knowledge of clients’ business and vertical.
The survey also included a standard industry benchmark question called a Net Promoter Score® (NPS®) *, which ranks a customer’s willingness to recommend a product or service to others. Ranking is on a scale of 0 to 10, with 10 being extremely likely to recommend and 0 being not likely at all to recommend. More than 250 clients responded, and were divided into three categories: Promoters (9 or 10); Passive (7 or 8); and Detractors (6 and below).
According to product and NPS specialists, Net Promoter Score is recognized as a key performance indicator. Any score above 50 is excellent, while anything above 70 is deemed world class. Listrak’s Net Promoter Score came back as 80.
“This rating is a real testament to the hard work of our team,” says Listrak CEO Ross Kramer. “In today’s business climate, an 80 NPS is virtually unheard of. To put that score into perspective, Amazon’s NPS number is 69, while MailChimp and Disney are both at 50. We look forward to using these results to help manage relationships, find opportunities for improvement, and maintain customer loyalty.”
For more information, contact Listrak at 717-627-4528; Email email@example.com.
*NPS®, Net Promoter® & Net Promoter Score® are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.
Listrak’s customer-centric data approach helps digital marketers cultivate deeper relationships with consumers through personalized, multichannel strategies that drive revenue, engagement and growth. Listrak helps reach those customers at the right time and the right place, regardless of the source, channel or device. The Listrak platform boasts a comprehensive set of solutions that enhance campaign performance, increase lifetime value, and personalize every touchpoint across multiple channels to create a positive online experience. Listrak has decades of digital marketing knowledge and works with leading brands. For more information, visit http://www.listrak.com.