Services
Platform and Technology Capabilities
Home / In The Press / Synoptek to Launch Net Promoter System in 2016
IRVINE, CA — February 23, 2016 — Synoptek announces plans to officially launch the Net Promoter System (NPS) in Q1 2016. The NPS differs from the traditional customer satisfaction program, because it gathers and analyzes customer feedback based on one simple question — “How likely would you be to refer us to someone else based on the service provided to you today?” The survey follows with a second and final question, “Why?” By collecting primary client data from these two questions, Synoptek will gather insights to improve service, address systemic problems and achieve long-term customer relationships. Instead of measuring customer satisfaction after one specific interaction, NPS is a continuous proactive measurement of customer loyalty and Synoptek’s commitment to the utmost level of service.
Tim Britt, Synoptek CEO, said this, “We recognize that a critical driver for Synoptek to succeed and thrive is the retention of our valued clients. This can only be accomplished by constantly striving for higher levels of client satisfaction. The Net Promoter System requires our entire organization to be focused on delivering our best efforts, and continuously providing the highest level of service for our customers with continuous improvement around delivery for our clients.”
By implementing the Net Promoter System, Synoptek will gain invaluable feedback as other Fortune 500 companies such as American Express, Salesforce.com and Macys have achieved. These world-class organizations have developed such a system and, as a result, have become models of customer service excellence in their respective industries.
“While it is very important to gain our clients’ feedback, it is every bit as important that we act on it. The key success factor to the program is “Closing the Loop”. This is accomplished by rigorously following up on our clients’ responses by creating and implementing improvements in how we serve them. We see this as the only true measure of appreciation for the time taken by our clients to respond,” said Tim Becker, Vice President of Synoptek Service Delivery.
Synoptek will be launching the pilot version of the Net Promoter System in Q1 with Synoptek Client Advisors working with their respective accounts to identify the key persons that should be surveyed. With the support of the executive sponsors, Synoptek will then conduct the surveys, gather the results and provide feedback on how to address any issues brought forward in the surveys.
“It is our goal, that armed with the information from the Net Promoter System, we will provide our clients with service excellence that will make them a fierce advocate of Synoptek services while helping us to maintain our status as a top global managed services provider,” said Mike Bank, Vice President of Synoptek Sales & Marketing.
For more information about the Synoptek-Net Promoter Score system, or our IT solutions in general, please contact Synoptek.
Synoptek delivers consulting, IT managed services and leadership, and cloud services to companies that require enterprise caliber IT infrastructure for critical business operations. Synoptek leverages professional processes, customer oriented IT architecture, and operational excellence to deliver uninterrupted services demanded by today’s market. Synoptek provides both secure cloud IT solutions and on-premise IT management. By leveraging Synoptek’s solutions, customers receive predictable service levels, security, scalability and a global delivery partner to support their critical IT operations.
Alexandra Gorrell, Director of Marketing agorrell@synoptek.com | 949.241.8607