Customer Driven Culture and Willingness to Transform to Be Successful Helps Maintain NetCom Learning’s High NPS Scores

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NetCom Learning’s February 2013 NPS score of 72.33, a number higher even than Apple’s NPS score

Our focus is on our customers, we are proud of our consistently high NPS numbers, but it is more than a numbers game for NetCom Learning. We want our customers to learn, to pass their certification exams and be successful in their careers

NetCom Learning reports that its February 2013 NPS score of 72.33 continues the company’s momentum in receiving high customer scores. The Net Promoter Score (NPS) is a widely used system to track customer satisfaction and loyalty. The system which was created by Fred Reichheld, Bain & Company and Satmetrix revolves around simple questions such as whether a customer is likely to recommend a company or service to a friend or colleague. When ranking responses customers are categorized by whether they are a promoter, passive or a detractor. The worst response a company could get would be that 100 percent of the customers were unhappy or detractors.

On average an NPS score of 50 is considered to be an excellent score. As a benchmark most computer software companies is an average of 21%. Apple’s NPS depending on which product category you are looking at ranges from 55 to 69. According to industry experts companies with high NPS scores are the companies that are successful and profitable due to their loyal and satisfied customers. Every NetCom Learning customer is asked to complete customer satisfaction surveys on the completion of a course. The highest ranking subjects of customer satisfaction are in the areas of instructor review, sales, marketing, and the classroom environment.

Achieving customer satisfaction
Eugenia Bachaleda, Training Manager for NetCom Learning, states that NetCom Learning understands the importance of customer service. "The entire team at NetCom including learning consultants, instructors, Learning staff and training delivery team have a consistent customer service attitude which is shown through the company’s focus on providing the best training and user experience in the training industry. We ask each and every customer how can we improve our service, what can we do better. Every customer provides a learning experience for NetCom Learning too, we pay attention and learn from our customers,” said Bachaleda.

“Our focus is on our customers, we are proud of our consistently high NPS numbers, but it is more than a numbers game for NetCom Learning. We want our customers to learn, to pass their certification exams and be successful in their careers," said Russell Sarder, CEO of NetCom Learning.

The importance of quality instructors
NetCom Learning offers top notch instructors with an average of 16 years of experience and vendor approved coursework offering certification preparation for a variety of vendor certifications. NetCom Learning instructors who routinely achieve high ratings from their students possess an average of 16 years of experience and a cumulative average of more than 10,500 years' experience in the field of their expertise. Instructors carry an average instructor evaluation of 8.6 out of 9, one of the highest instructor evaluations in the industry. The high quality of training has resulted in over 1,700 testimonials and a 96% customer satisfaction rate with those customers indicating they would recommend NetCom Learning to others.

High pass rates
Customer satisfaction rates are tied very closely to class pass rates for certification exams. NetCom Learning consistently reports high pass rates for all their courses including boot camps. Recently, 100% of the students in NetCom Learning’s ITIL and ITSM Foundation exams, MCTS and MCITP: Windows Server 2008 R2, Virtualization Boot Camp exams, and A+ and Network+ Certification courses were able to pass their certification exams after taking NetCom Learning coursework.

Performance driven culture
Another factor in NetCom Learning’s continued company success is its willingness to focus on change and transformation in order to be successful in the marketplace. All options are explored by the creative and top staff at NetCom Learning in order to grow the company forward. The mission of improving and promoting lifelong learning around the world is what drives the company’s success.

To learn more about NetCom Learning visit http://www.netcomlearning.com/about-us/about-us.html?advid=412

About NetCom Learning
NetCom Learning is an innovative leader in IT, business and executive training to companies, individuals, and government agencies. Since its inception in 1998, NetCom Learning has trained over 80 percent of the Fortune 100, serviced over 45,500 business customers, and advanced the skills of more than 71,000 professionals through hands-on, expert-led training, with the organization maintaining an average instructor evaluation score of 8.6 out of 9. NetCom Learning was recognized by Microsoft Corporation as its Worldwide Training Partner of the Year and named thrice to Inc. Magazine's list of fastest growing private companies in America. The organization was also recently named to the 2012 Top 20 IT Training Company by TrainingIndustry.com and was named "Company of the Year" by the American Business Awards.
The purpose of NetCom Learning is to promote the values of lifelong learning

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