Net Promoter Score: The main metric to check before sealing an outsourcing deal

Outsourcing is a great solution to grow a business. However, the process of selecting the right outsourcing partner can be more challenging than it seems. Every business owner only wants the best for their company and their clients, so it’s important to make this decision with careful thought and consideration to avoid negative outcomes.

Before you choose your outsourcing provider and ink a deal, it’s best to check for the following:

In-depth industry experience
Quality of outsourced talents
Availability of infrastructure and technology
Security measures and certifications

Aside from these, look for a partner that has a high Net Promoter Score to ensure overall operational excellence,

What is Net Promoter Score?

Net Promoter Score (NPS) is considered to be the world’s leading metric for measuring customer loyalty based on their perception of a brand or service provider. In this case, it helps businesses gauge the quality of the customer service offered by outsourcing companies by showing loyalty trends and growth revenue outputs.

A good NPS is a critical trait to have for an outsourcing company because it can forecast its business growth and cash-flow, as well as assess its brand and overall customer satisfaction from partners. Moreover, it indicates the company’s intent and capability to provide quality service, address the unique business needs of its clients, and resolve problems that may arise – providing security and peace of mind.

What is the ideal NPS?

NPS can range from a low of -100 to a high of 100. To calculate, respondents have to answer the key question “How likely is it that you would recommend [brand] to a friend or colleague?” using a 0-10 scale. Based on their answers, they are categorized into one of three categories”:

Promoters (9-10) are typically loyal customers who are most likely to refer the product/service to other people.
Passives (7-8) are customers who are satisfied with the produce/service but are still vulnerable to competitive offerings.
Detractors (0-6) are unsatisfied customers who are likely not to repeat business and can even spread negative reviews to other prospective customers.

To get the NPS, the percentage of Detractors is simply subtracted from the percentage of Promoters. Technically, anything above 0 can be considered a good score since it shows that a company has more happy and satisfied customers than unsatisfied ones. However, NPS above the 60 threshold is considered excellent across various industries.

In summary, choose an outsourcing company that can help you put your business forward by providing you the following:

Collaborative partnership
Access to talent through their A+ recruitment process
Cost savings of up to 70%
Ability to scale quickly and predictively
Hitting milestones and targets
Adaptability in technological advancement
Established Information Security
Operational excellence
Information and data security
71 Net Promoter Score: Sense of security and peace of mind

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize its full potential.

Our business solutions enable high performance and optimized operations for businesses of all sizes and stages. Infinit-O offers a broad range of outsourcing solutions, including healthcare; finance services; research, datta and back office support; and customer experience.

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

We partner with the world’s fastest-growing tech companies who want to scale and advance their brand.

Demonstrated by our world-class Net Promoter Score of 71, we deliver the highest quality outsourcing services using our unique data driven approach – combining powerful technology and high performance teams within our highly-engaged and agile culture.

Our expertise includes CX, engineering, data science & analytics, sales & marketing, and back office services.