The Net Promoter Score is calculated based on responses to a single question: How likely is it that you would recommend our company/product/service to a friend or colleague? NPS can be as low as −100 (all detractors) or as high as +100 (all promoters). An NPS of +50 or over is considered excellent.
Enertia Software’s customer support solution initiative was announced in 2019 as the organization’s core priority. The internal campaign was thoughtfully released with the intention of setting an industry standard for innovating customer support solutions for the upstream oil and gas software industry.
“Our support solutions spanned beyond the NPS score to include a 10% increase in customer satisfaction score for an average of 98% positive customer replies,” mentions Vince Dawkins, President and CEO for Enertia Software.
“The momentum to push for our customers couldn’t have come at a better time to help support them with innovative solutions and new approaches in work from home efficiencies across all of our support services,” Dawkins concludes.
“I’ve never experienced such a vast improvement in such a short time span,” comments Steve Fryer, President of CXOpportunity, a 20-year established independent client relations leader. “Team Enertia’s dedication and commitment to the customer has evolved beyond expectations with response readiness, extensive training, and tangible results to position them well above their current score by the end of this quarter,” Fryer mentions. “It is exciting to observe the remarkable supportive relationship between Enertia and its customers. Enertia has listened and taken its customer’s feedback to heart, resulting in improved service exactly as the customer requested. When a company and its customers work so closely together, the results are almost always impressive," Fryer concludes.
The high score was obtained by Enertia proactively reaching out to all their customers for their objective feedback on how Enertia could improve the customer experience. “I think it's important to stress that the success is the result of the unique partnership between Enertia and its customers because Enertia understands the best way to improve customer satisfaction is to work hand in hand with their customers to understand what can enhance the customer experience,” Fryer adds.
“All of these efforts by Enertia are going to continue, with outreach to customers twice a year so the customer experience can continue to improve,” Dawkins adds. “Enertia has no plans of resting on its achievements. At Enertia, we believe a large part of this accomplishment is due to our customers for helping us achieve such a remarkable score; emphasizing the importance of our partnerships and the needs of each customer,” Dawkins concludes.
About Enertia Software: Enertia Software is a fully integrated, enterprise grade system that can be uniquely and individually tailored. Enertia is designed specifically for the needs of the energy industry and provides unparalleled integrated functionality to vertically incorporated upstream oil and gas companies.
About CXOpportunity: CXOpportunity is a service-centric, client relations leader, with successes spanning more than 20 years directing client relations for firms known for elite customer experiences. CXOpportunity expert customer service skills align with their client's need for innovation and continual improvements within the customer service arena.