Securus Achieves Benchmark Net Promoter Results rating of 78 – level with most enthusiastic customer referral rate. Over 700 Securus Associates (a.k.a. Employees) Located in Domestic Call Centers and in the Field Providing Front Line Service, Largest Force in the Sector
DALLAS, TX June 18, 2016/PRNewswire/ —
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 a Net Promoter score of 78% for YTD 2016, 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.
“We started to use Net Promoter Scores in 2012 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 78 is very good/high and on par with world class companies,” stated Smith.
“Median NPS across 538 companies in 14 industries surveyed was 48.62%, so our score of 78% is very good,” 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, an eight (8) year effort that included construction of our 7 x 24 225 seat state-of-the-art call center located near Dallas, Texas, our Corporate Headquarters and the new Technology Center that opened in May, 2015,” said de Hoyos.
“We have four of our Service Leaders that have a formal NPS2 certification. 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
- Customer Satisfaction Scores in Call Centers, Technical Support, Field Service and Client Management
- A variety of Service Level Agreements
We have had over 500 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 700 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 includes 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.tech.