A Record-Setting Year for NPS Scores

This year, NWN Carousel achieved the largest increase in our company’s history in Net Promoter Score (NPS). With a Day 2 NPS score of 76 and an overall managed services NPS score of 75, we’re thrilled to see the positive impact our team’s hard work is having on our customers. These scores are derived from over 15,000 AI-powered Managed Services surveys from our clients, with a 5% take rate—ensuring that the feedback we receive is a true reflection of our customer’s experience.

A Commitment to World-Class Service

Zoom Out: Achieving an NPS score of 75—a high industry standard—isn’t just a number; it’s a testament to our collective mission of providing world-class service with consistency. Any score above 70 is widely recognized as a mark of customer loyalty, satisfaction, and exceptional service. Our goal is to continuously improve and ensure that our customers feel heard, valued, and supported.

One key aspect of our process is our commitment to following up within 24 hours of receiving survey responses. Whether positive or critical, we show customers the value of their feedback and strive to resolve any issues swiftly. We don’t just listen to feedback—we act on it. For detractors, we prioritize face-to-face conversations to understand their concerns in depth, and we share this 360-degree feedback internally with our technology and professional services teams to ensure continuous improvement.

We also thank every survey responder for partnering with us and taking the time to share their experience.

A Team Effort

Our commitment to excellence extends beyond individual teams. We actively discuss managed services performance, ticket resolution times, and customer feedback in every weekly meeting. From sales and project management to finance and network operations, everyone who touches a ticket is dedicated to ensuring the customer’s needs are met. Our deep dive into customer interactions allows us to address issues proactively, update cases promptly, and ensure our responses are courteous and clear.

We also focus on improving ticket resolution efficiency by tracking aging tickets, gathering insights from customer feedback, and continuously refining our processes. Our commitment to providing clear, timely communication with customers throughout their experience with us is a key driver of our success.

Celebrating Our Success

A special thank you to our service leads, network operations managers, and everyone who plays a role in driving these improvements. Your dedication to customer satisfaction is reflected in these outstanding results. As we continue to grow as a leading AI-powered technology solutions provider, we remain focused on closing any gaps in service and fostering a culture of excellence.

Here’s to continued success and even higher NPS scores in the future!