Outstanding client survey results and Net Promoter Score endorse our colocation service

Alongside the key service-related questions in our annual survey, we use the survey as an opportunity to calculate our Net Promoter Score (NPS). This measures customer experience and predicts business growth based on the response (using a scale of 0-10) to a key question:

“How likely is it that you would recommend Datum to a friend or colleague?”

Based on the ratings given, respondents are divided into three categories (promoters, passives and detractors) and the NPS is calculated by subtracting the percentage of detractors from the percentage of promoters:

• Promoters (score 9-10): These are loyal enthusiasts who will keep buying and refer others, fuelling growth
• Passives (score 7-8): These clients are satisfied but unenthusiastic customers who are vulnerable to competitive offerings
• Detractors (score 0-6): These are unhappy customers who can damage brand and impede growth through negative word-of-mouth

In 2019 we were pleased to have achieved an outstanding NPS of 91, at a time when the average for the technology sector was 59. This year, our NPS has increased even further to 93. We would like to thank all our clients and partners for their ongoing collaboration with us - we take huge pride in the quality of the service we offer and will continue doing all we can to maintain our service levels and improve on them, where required.