It’s Dangerous to Go Alone! Take This – Scale Computing Net Promoter Score

In preparing for the MES show this week, I was reviewing some of the presentation materials and happened to stop on our ScaleCare slide long enough to see the resemblance between our heart logo and the heart containers from The Legend of Zelda (my favorite game of 1987).

If you’re like me, then you also have the Zelda theme song stuck in your head about now.

I was a loyal gamer and loved Nintendo (the publisher of Zelda). If someone had called me on their rotary dial phone in 1987 to ask “How likely is it that you would recommend Nintendo to a friend” on a scale of 1-10, I would have said 10 without hesitating. I was clearly a “promoter” of Nintendo as were most users of the day.

Net Promoter Score

This one question, as simple as it sounds, is a fantastic measure of the loyalty that exists between a provider (Nintendo in the example above) and a consumer (me). It is the sole question of the Net Promoter Score (NPS) and it is something that we measure on a monthly/quarterly basis at Scale to measure our progress internally as well as our rank among other companies in the industry. Customers respond on a 0 to 10 point rating system and are then categorized into groups based on their answer:

  • Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
  • Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
  • Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

To calculate Scale’s NPS, take the percentage of customers who are Promoters and subtract the percentage who are Detractors. Simple, right?

World Class NPS

Despite the simplicity, it is actually hard to score well. The average computer company scores somewhere around 29 and the average software company 35. I’m very proud to say that Scale Computing is currently at 75! This puts us among other loved brands such as Amazon.com (76), Trader Joes (73) and Costco (71). Not bad company to keep!

Customer loyalty is important to us and we will continue to strive for a world class Net Promotor Score to reflect the world class products and support we bring to market.

With the Zelda theme song still stuck in my head, I’ll remind you: “It’s Dangerous to go alone! Take this”.

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