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    Survey: More Customers Would Recommend iOFFICE IWMS Than the iPhone

    Tiffany Bloodworth Rivers

    Nine out of 10 customers said they would recommend iOFFICE to others, according to a recent Net Promoter Score survey.

    The survey, commissioned by iOFFICE and conducted by TechValidate, asked respondents how likely they were to recommend our integrated workplace management system (IWMS) on a scale of 1-10. Here’s how the scores break down:

    • 74% of customers answered this question with a 9 or 10
    • 19% answered with a 7 or 8
    • 7% answered with a 6 or below

    This gives us a total Net Promoter Score of +66, the highest score we’ve received since we started conducting the survey in 2015. Here’s what that means and why it matters to our customers.

    What the Net Promoter Score Means

    The only way to improve is to know where you stand. The Net Promoter Score (NPS) identifies customers who are promoters (meaning they answered with a 9 or 10 and are highly likely to recommend you), those who are passive (those who answer with a 7 or 8) and detractors (those who responded with a 6 or lower.) It’s a good snapshot of how our customers perceive us and how we can provide them with an even better experience.

    Our survey had a 31 percent response rate, with 91 customers participating. A score of +66 is a strong score, particularly in the technology and business solutions sector. For context, here’s how we stack up compared to top-performing brands, according to NPS benchmarking data:

    • iOFFICE: +66
    • Apple iPhone: +55
    • Google: +50
    • Samsung: +47

    Why The Net Promoter Score Matters

    Surveying our customers also gives us additional insight into their challenges, concerns and ways of working. Our team looks closely at survey results and takes them into consideration as we plan for the future.

    For instance, in our 2015 survey, many of our customers expressed an interest in training workshops. We developed the iOFFICE User Conference in response to this, and its popularity has grown every year. The survey has also allowed us to have a more open dialogue with customers we may not hear from on a regular basis.

    What Our Customers Are Saying

    The ability to hear directly from our customers is another big advantage of conducting this survey. Our customers included a number of comments, and two things in particular stood out: the ease of use of our software, and our strong track record of customer service. Others mentioned our company culture.

    Here’s a sampling of what some of our customers said:

    “iOFFICE is an easy to use, innovative software suite that has increased productivity and bridged data gaps we didn’t know we had.”

    -Kelly Gueths, Facilities Manager, JLL

    “iOFFICE is an excellent tool for tracking space. It does so much more than I am trying to learn about/implement in our workplace. I love the people that iOFFICE employs...super helpful and knowledgeable!”

    -Tammy Akers, facilities professional at HCA Healthcare Inc.

    “iOFFICE is not only an awesome tool to use, but the customer service they provide is top notch.”

    -Mike Alexander, facilities professional at Pokemon USA

    “The price is right and iOFFICE is very easy to implement and use.”

    -Jim Phillips, Facilities Manager, OASIS Petroleum

    We’re proud of our score, but more importantly, we’re proud of the fact that we’re providing solutions that help our customers be more productive and enhance the employee experience.

    Have questions or comments? Feel free to get in touch with us!

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    ABOUT THE AUTHOR

    Tiffany Bloodworth Rivers

    Tiffany covers leadership and marketing topics and enjoys learning about how technology shapes our industry. Before iOFFICE, she worked in local news but don't hold that against her.

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