Focus On Improved Customer Experience Results in Steady NPS Increase from 40 to 82 Over 5 Years
DALLAS, TX June 5, 2017/Business Wire/ —
Securus Technologies, a leading provider of civil and criminal justice technology solutions for public safety, investigation, corrections and monitoring announced today that it has achieved an all-time high Net Promoter Score of 82 as of June 1, 2017. By scoring an 82 it continues to show that we have customer loyalty which is equivalent to the “most enthusiastic customer referral rate” and better than or equal to most globally known companies.
Net Promoter or Net Promoter Score (NPS) is a management tool that is used to gauge the loyalty of a firm’s customer relationships. It serves as an enhancement to traditional customer satisfaction research, which the Company also measures. NPS has been widely adopted, with more than two-thirds of Fortune 1000 companies now using NPS. Securus’ score of 82 is higher than popular consumer technology brands and products such as Apple iPhone (63), Microsoft (45) and Google (38). Among technology vendors, Securus ranks 30 points above the industry average of 52.
“Back in 2012 we started to use Net Promoter Scores and it has helped us to improve all of our customer-facing operations like technical support, call center operations, installation, repair, sales and all field operations,” said Richard A. (“Rick”) Smith, Chief Executive Officer of Securus Technologies. “It is a very critical measurement that asks the question: How likely are you to recommend Securus Technologies to other facilities? Scoring is done on a 0 to 10 scale and the NPS is calculated by subtracting the percentage of our customers who are detractors (0-6) from the customers who are promoters (9-10). So our Net Promoter Score of 82 is very good/high and on par with world-class companies,” stated Smith.
“Our score of 82 is 71% better than the median NPS across 538 companies in 14 industries surveyed at a 48,” stated Danny de Hoyos, Senior Vice President of Operations at Securus Technologies. “We have been working hard on having the best customer experience possible at Securus. We don’t rely on NPS surveys and scoring alone – we have approximately 150 different metrics that we manage including:
- Speed of Answer to Customers both Facility and Family and Friend
- Customer Satisfaction Scores in Technical Support, Field Service, Client Management and Call Centers
- A variety of Service Level Agreements
We have had over 1,136 prison and jail customers visit our Call Center and Technical Support Center and they are usually very impressed with the number and quality of Associates that are behind the scenes working for them,” concluded de Hoyos.
“We have over 300 Securus Associates that interact directly with our customers each day, with approximately 30 million voice-to-voice contacts or face-to-face contacts or e-mail/text messaging contacts per year,” said Smith. “Customers for us include inmates, friends, family members, corrections officials, law enforcement officials, attorneys, and judges – a full cross-section of society – and we need to have 30 million good experiences,” concluded Smith.
About Securus Technologies
Headquartered in Dallas, Texas, and serving more than 3,450 public safety, law enforcement and corrections agencies and over 1,200,000 inmates across North America, Securus Technologies is committed to serve and connect by providing emergency response, incident management, public information, investigation, biometric analysis, communication, information management, inmate self-service, and monitoring products and services in order to make our world a safer place to live. Securus Technologies connecting what matters®. For more information, please visit SecurusTechnologies.com.