--- title: Putting the customer at the centre of our success description: Our customers are at the heart of what we do at Coeo. We have been using Net Promoter Score (NPS) as a key measure to make sure we continue to exceed customer expectations for over three years – this blog outlines what NPS is and how and why we use it. image: https://blog.coeo.com/hubfs/COEO%20image%2027.jpg --- [![](https://www.coeo.com/wp-content/themes/coeo/images/logo.svg)](https://blog.coeo.com/) +44 (0)20 3051 3595 | [info@coeo.com](mailto:info@coeo.com) | [Client portal login](https://my.coeo.com) # Putting the customer at the centre of our success # The Coeo Blog ![James Boother](https://blog.coeo.com/hubfs/Profile%20photos/JamesBoCircle.jpg)  ![COEO image 27](https://blog.coeo.com/hs-fs/hubfs/COEO%20image%2027.jpg?width=500&name=COEO%20image%2027.jpg) Our customers are at the heart of what we do at Coeo. We have been using Net Promoter Score (NPS) as a key measure to make sure we continue to exceed customer expectations for over three years – this blog outlines what NPS is and how and why we use it. NPS is a single number that measures how likely our customers are to recommend our services to someone else. It gives an idea of how, at a particular point in time, customers feel about the Coeo brand, and when you survey regularly it shows how that changes over time. With over two-thirds of Fortune 1000 companies using this metric, it’s proven to demonstrate customer satisfaction. From Coeo’s point of view, this is important as it shows us whether we are providing the great service and experience we believe our customers deserve and it also gives us information on how we need to improve. One of our four company values is ‘Desire to Help’, so we want to make sure we are going above and beyond to solve customer’s data challenges. At the end of every [consulting engagement](https://www.coeo.com/solutions/#platform-consultancy) Coeo completes, we send the main customer contact a request for feedback using a survey tool called [Delighted](https://delighted.com/dashboard). They receive a simple email asking them to rate the likelihood of them recommending Coeo on a scale of 1-10 and allowing them to comment; Delighted then aggregates their response with others, subtracting the percentage of promoters (who score 9 and above) from the percentage of detractors (scoring 6 and below) to calculate the current NPS. In addition, we survey our [Dedicated Support](https://www.coeo.com/dedicated-support)  customers by asking every individual that has interacted with a support ticket, every quarter for their rating in the same manner, to ensure we know how they feel about our service and how their ratings compare to those of our consulting customers. We closely monitor feedback comments, so if a customer has a complaint or an issue one of our team members can quickly follow up and resolve this for them. We also celebrate team members that have worked on engagements where we have had glowing feedback. The combination of the scores and the qualitative feedback allow us to spot areas of our service that are particularly valued, and also address areas where things may not be working so well – this drives continuous improvement, ensuring we evolve our services to meet customer needs even as the technology everyone is using changes. As I write, our Net Promoter Score is currently stable at **78**. Recent feedback for Dedicated Support includes: *Great response from engineers and good suggestions! Not having to chase for updates and information leads to a great experience* *Detailed incident information and an efficient team* *The team I deal with at Coeo are knowledgeable, polite and always willing to help…They are proactive* With a rating of 50+ being deemed excellent and other similar service providers averaging around 60, we are proud to have such consistently good ratings. So next time you receive an invitation to rate our services, please respond – we strive to ensure we continue to exceed customer expectations, and that minute of your time helps us to check we are doing so. [![Read more from the Coeo blog](https://no-cache.hubspot.com/cta/default/3356718/81787ffa-3bfe-4d9c-8c41-9f21fbd8d694.png)](https://cta-redirect.hubspot.com/cta/redirect/3356718/81787ffa-3bfe-4d9c-8c41-9f21fbd8d694)  ### Subscribe to Email Updates ## Related posts --- ### [We're in Reading for Data Relay 2022](https://blog.coeo.com/coeo-are-attending-data-relay-2022) ### [New Disk Space Forecasting available for Dedicated Support](https://blog.coeo.com/new-disk-space-forecasting-available-for-dedicated-support) ### [Coeo: Great Place To Work Certified](https://blog.coeo.com/coeo-great-place-to-work-certified) ### [Cyber Security Update: June 2021](https://blog.coeo.com/cyber-security-update-june2021) ![](https://www.coeo.com/wp-content/uploads/2016/12/logo-invert.png) +44 (0)20 3051 3595 | info@coeo.com ## Contact Us By clicking submit below, you consent to allow Coeo to store and process the personal information submitted above to provide you the content requested. You may unsubscribe from these communications at any time. For more information on how to unsubscribe and our commitment to your privacy, please review our **[Privacy Policy](https://www.coeo.com/privacy/)**. ## Upcoming Events [See all events](https://www.coeo.com/events/) #### NOW Building, Thames Valley Park Drive, Reading, RG6 1RB [![](https://www.coeo.com/wp-content/themes/coeo/images/social-glass.png)](https://www.glassdoor.co.uk/Overview/Working-at-Coeo-EI_IE959052.11,15.htm)[![](https://www.coeo.com/wp-content/themes/coeo/images/social-in.png)](https://www.linkedin.com/company/coeo-ltd)[![](https://www.coeo.com/wp-content/themes/coeo/images/social-twitter.png)](https://twitter.com/CoeoLtd)[![](https://www.coeo.com/wp-content/themes/coeo/images/social-fb.png)](https://www.facebook.com/coeoltd/) ![](https://www.coeo.com/wp-content/themes/coeo/images//menu-icon.png) ![](https://www.coeo.com/wp-content/themes/coeo/images//menu-close.png) ![](https://www.coeo.com/wp-content/uploads/2016/12/logo-invert.png) +44 (0)20 3051 3595 | [info@coeo.com](mailto:info@coeo.com) - [Solutions](https://www.coeo.com/solutions/) - [Next Steps](https://www.coeo.com/next-steps/) - [Dedicated Support](https://www.coeo.com/dedicated-support/) - [Case studies](https://www.coeo.com/case-studies/) - [Technologies](https://www.coeo.com/solutions/technologies/) - [Industries](https://www.coeo.com/industries/) - [Finance](https://www.coeo.com/industries/finance/) - [Retail](https://www.coeo.com/industries/retail/) - [Technology](https://www.coeo.com/industries/technology/) - [The Team](https://www.coeo.com/people/) - [Join Us](https://www.coeo.com/careers/) - [Graduate Programme](https://www.coeo.com/graduate-programme/) - [About Coeo](https://www.coeo.com/about-coeo/) - [The Coeo Blog](https://www.coeo.com/blog/) - [Contact us](https://www.coeo.com/contact-us/) - [Privacy Notice](https://www.coeo.com/privacy/) - [Cookie Policy](https://www.coeo.com/privacy#Cookie_Policy) - [Events](https://www.coeo.com/events) Sign up to our newsletter ![go arrow](https://www.coeo.com/wp-content/themes/coeo/images/newsletter-go.png) Back to top