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NPSTranquil Hosting recently surveyed our customers to get feedback on how we’re doing and what we could do better. We received several great ideas that we are evaluating.

We were also very excited that customers gave us a Net Promoter Score (NPS) of 86, which compares to the industry average of 29.

Everyone at Tranquil is dedicated to ensuring the success of each of our clients, and it is very gratifying that so many would refer us to a friend.

What is NPS?

Basically, a company’s NPS measures the degree of customer satisfaction. As you can see in the image above, which is clipped straight out of our SurveyMonkey Customer Survey results, the question asks “How likely is it that you would recommend Tranquil Hosting to a friend or colleague?” Respondents can choose anywhere from 0 to 10, where 0 is extremely unlikely and 10 is extremely likely.

The NPS calculation looks at the distribution of what are called “detractors,” defined as those who respond with a 0 through a 6, “Passives” that give you a 7 or 8 and “Promoters” who select 9 or 10. The score, then, is calculated by taking the percentage of  Promoters and subtracting the percent that are Detractors.

In our case, 86% of customers that completed the survey were promoters and only 1% were detractors.

What, you may wonder, does Tranquil Hosting do to earn such a loyal following? It’s actually really simple. We put customers first. In our survey, we gave customers the option to tell us in a few words why they love Tranquil Hosting. Here’s a sampling of what they said:

The support, pure and simple. Professional – fast and reliable. It’s why we’ve been a Tranquil Hosting customer for over 10 years!

You are quick to get back with us when we need you!

Excellent uptime and professional assistance when needed.

Professional staff is willing to “think outside of the box” to come up with a solution that works for your business

Consistently excellent support.

Our servers never go down!

The service is impeccable: timely and helpful, every time. Thanks guys!

They know their business, they are transparent, they care about my success as a web business owner.

If this sounds like the kind of thing you wish you could say about your hosting provider, drop us a line – we’d love to work with you!