For its first NPS survey, Viaposte obtained a score of 22.16

Customers

Created on 22/11/2021, at 00:00

Updated on 07/08/2023, at 10:49

Between 18 October and 12 November, a survey was sent to nearly a thousand Viaposte customer contacts.

Among the questions asked was the Net Promoter Score (NPS), which measures the likelihood of customers recommending Viaposte to their friends and family.

Calculation of the NPS

This indicator is calculated by subtracting the percentage of detractors (score between 1 and 6) from the percentage of promoters (score of 9 or 10). Scores of 7 and 8 are considered neutral.

An NPS greater than 0 is a good satisfaction index and the closer it is to 100, the better the level of satisfaction.

Viaposte’s Results

For this first year of measurement, Viaposte obtained a score of 22.16. For its transport business, it scored 21.65, compared with 36.74 for its logistics business.

With a participation rate of 26.1%, the market average being around 10-15%, Viaposte now has an indicator of the level of customer satisfaction and areas for improvement.

Also visit our social networks