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Unlocking the secrets of our NPS strategy

4 min read

Steve Harris • 20/11/2023

At AutomatePro, we take our commitment to client satisfaction seriously, and one of the ways we gauge our performance is through bi-annual Net Promoter Score (NPS) surveys. NPS measures customer loyalty based on a simple question: “On a scale of 0 to 10, how likely are you to recommend our product/service to a friend or colleague?” Customers are categorised into Promoters (score 9-10), Passives (score 7-8), and Detractors (score 0-6). The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, giving a score between -100 and 100.  

How we stack up 

Surveys are sent twice annually to customers and once collected, the results undergo a thorough analysis with results shared throughout the entire company. Action plans are subsequently devised to implement improvements based on the feedback we received. Out of this exercise, we generate report that is publicly accessible on our website, sharing our commitment to accountability and openness in our pursuit of continuous enhancement. 


Within the B2B SaaS industry, opinions on NPS averages do differ, however general consensus suggests that the SaaS industry is typically between 31-36. Contrary to this norm, our recent surveys have shown great strides in customer satisfaction. In March 2023, our NPS soared to an impressive 67, indicating a significantly higher level of customer loyalty and advocacy. Building on this success, our most recent survey in September 2023 revealed an even more remarkable NPS score of 83. These scores not only surpass the industry average but also underscore a tangible commitment to delivering exceptional value and service to our customers.  


Why NPS matters to us 

For our company, the significance of NPS surveys goes beyond numerical ratings; it lies in the profound insights they provide into our clients’ sentiments – how do they feel when they think of AutomatePro, have they had a positive experience so far, etc. By delving into their experiences and perceptions, we can learn where we excel and where there’s room for improvement. This feedback forms the foundation of our commitment to delivering exceptional service. 


NPS helps us understand customer loyalty and advocacy. Satisfied customers are not only content with our services but are also inclined to recommend us to others. This act of advocacy directly contributes to our organic growth and success as a business. This is the fuel that motivates us to continuously raise the bar in the DevOps space. 

Our commitment to our customers 

At AutomatePro, our relationship with you goes beyond our initial transaction. We recognise that behind every customer, there is a unique story, a specific experience, and a set of expectations. Your feedback guides our journey, and we want to express our gratitude for entrusting us with your business. And in order for us to maintain our relationship, here’s what we commit to you:  

1. Open communication 

Our commitment to you starts with open communication. We pledge to maintain transparent channels through which your voice will be heard. Whether it’s a suggestion, a concern, or a word of appreciation, we welcome your input with open arms. We’re not just here to listen; we’re here to understand, empathise, and act. 

2. Proactive problem solving 

When challenges arise, we won’t just be reactive; we’ll be proactive in finding solutions. Your concerns are our challenges, and we are dedicated to resolving them swiftly and effectively. Our teams are continuously working to anticipate potential issues and address them before they impact your experience. 

3. Personalised attention 

Every client is unique, and so are your needs. We pledge to provide personalised attention, understanding your specific requirements and tailoring our solutions to exceed your expectations. Your satisfaction is not a generic goal; it’s a personalised mission for each member of our team. 

4. Continuous engagement 

Our commitment to actively listening to you extends beyond the NPS surveys. We will engage with you regularly, seeking your feedback on new features, updates, and improvements. Your insights will actively shape the evolution of our products and services, ensuring they align perfectly with your evolving needs. 

5. Innovation with you in mind 

Innovation is at the core of what we do, and we pledge to innovate with you in mind. We will develop cutting-edge solutions and services that not only meet industry standards but also cater to your specific requirements. Your challenges inspire our innovations, and your successes fuel our creativity. 

6. Celebrating success together 

Your successes are our successes. We celebrate your achievements, big and small, because they reflect the value you derive from our partnership. Your victories motivate us and help drive us to provide even greater support and assistance. 

In essence, our commitment to excellence is not just a statement; it’s a promise that defines our ethos. You can learn more about our most recent NPS survey results here.

Steve Harris • 20/11/2023

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