It’s not complicated: if you tell us what to do and what not to do, and we listen, we’ll get better at creating excellent experiences—for you and the rest of our customers.
NPS® gives you the chance to share candid feedback about our performance, outside of your day-to-day interaction with our support teams. Then we apply your input to our thinking and practices.
How important is your feedback? All Rackspace employees get a random sampling of our customer NPS responses each month. Our CEO reads your NPS responses daily.
At Rackspace, we don’t necessarily aspire to be a big organization—we want to be a great one. Traditional metrics like revenue and market share tell companies when they’re growing, but they don’t necessarily tell whether customers and employees think a company is great.
We use NPS as a measure of greatness, because it tells what you think of us. It’s as important to us as any number that organizations traditionally use to measure themselves.
Want to learn more about how we do it? Send us an email.
Net Promoter System Developer and Rackspace Board Member Fred Reichheld explains how NPS helps us to better serve our customers.