Your turn to be heard
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.
Net Promoter Score (NPS): the key to Fanatical Support®
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.
Why it’s indispensable
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.
How NPS gives you a voice
Net Promoter System Developer and Rackspace Board Member Fred Reichheld explains how NPS helps us to better serve our customers.
How NPS works
- It’s one question. We respect the time you spend to give us your feedback, and we want to make the process simple.
- We ask if you’d recommend us to friends and colleagues. We want to know whether you’re willing to stake your reputation on our ability to deliver. If you are, then we’re delivering on our commitment of Fanatical Support. If not, then we need to improve.
- Your comments are the key. While the score is a valuable indicator of our performance, your comments let us identify the things we’re doing right and where we need to improve.
- We read and act on your input. Our staff gets automated alerts every time a customer provides feedback via an NPS survey. Then we respond appropriately.
- We track the scores. We do our best to monitor whether your Rackspace experience is improving. If it’s not, we’ll try to do everything we can to fix it.