March 2, 2021
Customers Rate NBM As Exceptional in 2020

Customers Rate NBM As Exceptional in 2020

                The results are in and we cannot thank our customers enough for rating NBM so highly in customer service for the year 2020 (and the beginning of 2021 too!). In an incredibly challenging year for all, we are proud of our employees who went above and beyond for NBM customers no matter the circumstances. When many businesses were closed this year, NBM remained open as an essential business, and our employees did not skip a beat in making sure our customers had the products and services they needed to operate, whether that be remotely or in person.  This outstanding customer service translates to NBM’s 2020 Net Promoter Score (“NPS”) – an exceptional 94.22, which is our highest annual score to date.

                What is a Net Promoter Score? A Net Promoter Score is based on customer feedback collected through customer surveys. It is a nationally proven metric which measures customers experience and predicts business growth. The NPS is calculated using the answer to a key question: On a scale of 0-10, how likely is it that you would recommend NBM to a friend or colleague? Based on that question, a company’s NPS is calculated. NBM uses the NPS metric to ensure that we are measuring customer satisfaction objectively after each and every customer interaction.  While many companies claim they have the “best service in the business”, few companies in our industry are actually measuring customer satisfaction in a tangible way. And for those that are measuring customer satisfaction using the NPS metric, an average NPS score is in the 60s and 70s! Apple and JetBlue, for example, have a score of 67, so we are particularly proud of our 2020 NPS score in the mid-90s.

                Thank you to our customers for your loyal business and for sharing your feedback with us.  It is our pleasure to serve you and be your trusted technology partner in business. Exceptional customer service has been our guiding mantra from the first day we opened our doors in 1985 and continues to be the focal point of our business today.