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Customers Give ReturnSafe (Now WorkEQ) a World Class NPS

Mandira Venkat Jul 21, 2021 12:00:00 AM
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Customers gave ReturnSafe a World-Class Ranking! 

What is an NPS? 

NPS is an acronym for Net Promoter Score, which measures customer loyalty towards a company. 

How do you measure a NPS?


Success teams must first send out a survey to their customers with one question “How likely is it that you would recommend [company name] to a friend or colleague”. Respondents are asked to provide a rating between 1 and 10. 10 means they are very likely to recommend the company. 

Dividing Customers into 3 Categories

Once the customers have responded to the survey they are then split up into 3 groups based on their responses: Promoters, Passives, and Detractors. 

Promoters are the folks who answer with a score of 9 or 10 to the survey. Passives are folks who respond with a score of 7 or 8. Finally, Detractors are folks who responded with scores ranging from 0-6. 

Calculating the NPS

The score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. 


The scores can range from -100 to +100. The customer experience is better if the score moves toward +100. Below is a graphic that illustrates what scores mean within the range. 

NPS significance

ReturnSafe (now WorkEQ) Score and Explanation 

According to Beamer, a leading user engagement platform provider, the average NPS score in the SaaS industry as a whole is 31 and a score of 50 for a SaaS company is considered quite good.

ReturnSafe scored an 86 in the most recent NPS survey. This puts ReturnSafe customer loyalty in the world-class category.

ReturnSafe NPS

How was the score calculated? 

The Customer Success team recently conducted an NPS survey of customers for the second quarter. The NPS survey is sent out to customers a few months after onboarding and then on an annual basis. 

The team is overjoyed to hear that customers are having a world-class experience when using ReturnSafe. As variants arise and guidelines change, the entire team is dedicated to helping customers and their employees, students, and event attendees stay safe.

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