We employ rigorous quarterly quality metrics
Coranet® uses a rigorous quarterly process to measure quality performance and client satisfaction for our IT services. We weight quantitative performance against a metrics dashboard consisting of five keys that we use to develop an overall Customer Satisfaction Perception Rating. This metrics dashboard covers:
- Customer complaints
- Repeat business from existing clients
- On-time delivery performance
- Net Promoter Score
- Days Receivables Outstanding
In recent measurement periods, we have exceeded our goal for composite Customer Satisfaction rating over 90% of the time. For example, we achieved a rating of 99.4% in 1Q 2014.
Net Promoter® System Benchmarks
In November 2015, Coranet worked with a neutral research company to compare our Net Promoter (NPS®) score to those reported by non-clients who use competitive service providers. We used this well-known research methodology to survey non-clients and then calculated the NPS score for both Coranet and competitive suppliers. Coranet achieved an aggregate NPS score of 78, over three times higher than the NPS score of 25 for our competitors. Research conducted in 2012 and 2014 showed similar findings.