ReviewPro, a Shiji Group brand, reveals above-industry NPS for first two quarters of 2022

02 Aug 2022 by ReviewPro in Press Releases

Shiji’s ReviewPro receives higher than average Net Promoter Score (NPS) from its clients, underlining the brand’s client centric ethos.

NPS score

Barcelona August 2, 2022: ReviewPro’s Net Promoter Score (NPS) comes in at 55.1 for the first two quarters of 2022. Based on global NPS standards, 50 or more is considered “excellent”, * and the score is 20.1 points higher than the industry’s average of 35**. This underlines the company’s dedication to global, multilingual, and round-the-clock support for its 60,000+ global accommodation providers.

“Customer Success is a key focus in our organisation, so we couldn’t be happier with this score. We live and breathe guest experience ratings, so the fact that our very own customers rate us so highly is truly an honor. Working with so many huge international accounts spread across the globe in different languages can be a challenge. But the team is second to none and the results speak for themselves”, says Kirsten Andres, Director of Account Management at ReviewPro.

The Net Promoter Score (NPS) is a key indicator that captures customer satisfaction and loyalty by asking the client how likely they are to refer your brand or product to a friend or family member. The score is commonly used to benchmark the success of a company in meeting its clients’ needs.

ReviewPro currently performs a quarterly NPS survey to all customers as part of a drive to understand and improve service. During the first two quarters of this year ReviewPro had a total of 12,498 survey responses, 68% of these responses were classified as promoters. This represents a NPS score of 55.1 during the first two quarters of this year.

The top three comments from customers about the ReviewPro tool and products were:

  • It is an excellent tool
  • It is user friendly
  • It is great to track guest experience

“The NPS has long been used as an internationally recognized benchmark for performance among businesses and receiving such a high score has been a wonderful recognition. This is one of many key indicators that we track within our Customer Success department at ReviewPro to ensure that we strive for service excellence. Our clients are key to every stage of our business from the creation of new products to collaborating with our marketing team. We are proud of the relationship we have forged with them, and this score reflects that. Every single person in the organization has contributed to this result and deserved to be congratulated for this positive feedback.” Says Neil James, COO of ReviewPro.

For more information on how ReviewPro can help your brand to innovate in the areas of automated personalization, online reputation, or guest communication, speak to one of our team here.

* The Essential Guide to Business Metrics (Gainsight)
** What is the Net promoter Score and how does it vary across industries? (SurveyMonkey)

About Shiji’s ReviewPro
ReviewPro, a Shiji Group brand, offers over a decade of experience and investment in innovation to ensure we continue to be the benchmark of the hospitality industry. Our cloud-based Guest Experience Platform includes Hotel Reputation, Guest Surveys, Case Management, and Messaging Automation. Shiji’s ReviewPro owns the industry-standard online reputation score, the Global Review Index™️ (GRI), a propriety algorithm based on review data collected from +140 OTAs and review sites in +45 languages. With over, 60,000 establishments in +150 countries, Shiji’s ReviewPro offers the technology, support, and education to empower hoteliers to be better.
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