At Synapse, customer satisfaction isn’t just a buzzword — it’s the heartbeat of everything we do. Since introducing Customer Satisfaction (CSAT) and Net Promoter Score (NPS) tracking in September last year, we’ve been on an exciting journey of listening, learning, and growing with our customers.
We’re proud to share our progress and shed some light on what our NPS score really means — both for us and, more importantly, for the amazing businesses we support.
What Is NPS (Net Promoter Score)?
NPS is a simple yet powerful metric used globally to measure customer satisfaction and loyalty. It’s based on just one key question: “How likely are you to recommend Synapse360 to a colleague or someone within your professional network?”
Respondents rate their likelihood on a scale from 0 to 10:
- Promoters (9–10): Loyal enthusiasts who are likely to recommend us.
- Passives (7–8): Satisfied but less likely to actively promote.
- Detractors (0–6): Unhappy customers who might discourage others.
Your NPS is then calculated by subtracting the percentage of Detractors from the percentage of Promoters.
Why Do We Use NPS at Synapse360?
It’s more than just a number.
NPS offers a clear window into how our customers truly feel. It helps us:
- Spot opportunities for improvement.
- Celebrate what we’re doing well.
- Track our progress over time.
- Recognise our customer advocates and champions.
Ultimately, it helps us grow stronger, together.
When and How Do We Collect NPS Feedback?
We gather NPS feedback at key touchpoints along the customer journey. Whether it’s onboarding or transitioning to live service, we’re always listening. This approach ensures consistent service and helps our Customer Experience (CX) team nurture strong relationships from day one.
So, What’s Our NPS Score?
We’re thrilled to share that Synapse360’s current NPS score is 60 with a CSAT score of 90% (4.5/5 stars). Considering we only started this journey recently, we’ve already exceeded our initial goals — and we’re just getting started!
How Do We Stack Up Against the Industry?
We’re proud to be on par with the industry average — and in 2024, we hit that mark with confidence. Our sights are now firmly set on exceeding it in 2025. So far, so good.
What Are Customers Saying?
Our customers consistently highlight the strengths of our team, our services, and the personalised support they receive. Through regular engagement, we’ve been able to understand and meet individual needs — and help our clients choose and implement the right technology to fuel business growth.
Their feedback has become our gold standard — something we strive to replicate across the entire business.
Turning Feedback Into Action
At Synapse360, we don’t just collect feedback — we act on it.
Every comment, suggestion, or opportunity for improvement (OFI) is reviewed by our CX team and discussed with the relevant business area. This continuous loop helps us enhance our processes and deliver a seamless customer experience from start to finish.
Real Changes, Real Impact
Thanks to feedback, we’ve:
- Refined internal processes to better suit our diverse customer base.
- Enhanced flexibility and bespoke offerings, ensuring every client gets exactly what they need.
- Maintained close collaboration with customers to proactively shape the technologies we deliver.
What This Means for Our Customers
A high — and improving — NPS score means:
- Stronger, longer-lasting relationships.
- Confidence in our service consistency.
- Internal motivation to keep raising the bar.
We’re not chasing scores. We’re building trust — and it shows.
A Word from Our Customer Experience Manager, Charlotte Grindley
“I’m really happy with where we are today. Of course, I’m always striving for improvements — but our main goal is consistency. For FY25, we’re committed to maintaining and building on the strong foundation we’ve set. To everyone who’s taken the time to respond to our surveys — thank you.
Your feedback is incredibly valuable, and we don’t take it for granted. Engagement like yours is rare, and it allows us to continually improve and stay ahead of the curve.”
Looking Ahead
At Synapse360, we’re proud of our journey so far — but we’re even more excited about what’s to come. Together with our customers, we’re creating better experiences, building smarter solutions, and setting the standard for service in our industry.
Here’s to continuing the journey — one NPS score at a time.
