Following the completion of the annual Channel Partner Satisfaction survey, Gamma announces a new Net Promoter Score (NPS) of +45, a 19-point increase from their 2016 score. 260 partners responded to the survey, which measured the customer experience (CX) and predicts business growth, by asking customers how likely they are to recommend a company, product or service to a friend or colleague. Serving as an alternative to traditional customer satisfaction research, NPS is now a widely adopted tool.
John Murphy, Customer Service Director at Gamma commented:
“We’re delighted at this year’s achievement of a +45 Net Promoter Score, building on last year’s score of +26. For us the uplift in score reflects our approach to engagement within the Channel and the resulting service programme we’ve been undertaking based on the feedback we’ve had throughout the year."
"We’ve developed a number of new capabilities with the launch of the Gamma Academy and the development of a number of support tools to improve our interaction we have with our Channel Partners. Partners can now grade their technical competence within the Gamma Portal, enabling a more supportive and technically relevant conversation with our support teams. This is one example of how we’ve listened to and used the feedback from our Channel Partners on how they want to engage with us."
"The score is a great achievement and my thanks go to all of the people that took the time to respond to our survey, particularly those that have provided more constructive feedback and ideas for us to work on in 2018.”
