At Synapse, everything we do is built around Customer Success. Whether it’s managing complex cloud infrastructure or providing reliable backup and recovery solutions, we aim to deliver not just services, but outcomes that matter.

One of the most valuable ways we measure how well we’re doing is through NPS - (Net Promoter Score)  

What Exactly Is NPS? You might have seen this question before:

“On a scale of 0 to 10, how likely are you to recommend Synapse to a friend or someone within your professional network?”

Net Promoter Score is a globally recognised way of measuring customer loyalty and satisfaction. Based on your answer, we group feedback into three categories:

• Promoters (score 9-10) – Highly satisfied customers who trust us and would recommend Synapse360.

• Passives (score 7-8) – Customers who are generally satisfied but not yet loyal advocates.

• Detractors (score 0-6) – Customers who’ve had a less-than-ideal experience.

How it matters to us? It’s simple, but powerful. Most individuals and businesses make their decisions based on results and trusted recommendations and that’s exactly makes NPS so effective. It taps into the natural way we evaluate value – through voices of those we trust.

Our Current NPS:

We’re proud to share that our current Net Promoter Score is 60.

To put that into perspective, in the technology services industry, any score above 50 is considered excellent. A score of 60 places us well above industry averages, and more importantly, tells us that our customers see Synapse360 as a partner they can rely on.

But we’re not stopping there. Every comment, every rating - positive or constructive, is a signal we take seriously. Because it’s not just about numbers. It’s about building strong, lasting relationships.

Why NPS Matters to You

We don’t just gather NPS data for internal reporting. We use it to:

• Listen and act on your feedback

• Understand your pain points and successes

• Shape our services to better meet your needs

• Continuously improve how we support your business goals

As Charlotte Grindley, our Customer Experience Manager, puts it:

“To us, NPS is more than just a number and performance metric it’s a reflection of how our customers really feel. Every piece of feedback, whether its praise or a suggestion for improvement is important. At Synapse, we use this feedback as a catalyst for meaningful conversations. When customers score us highly, we celebrate what’s working. When the score is lower, we take the opportunity to listen, learn and take action. It’s through this honest feedback loop that guides us to improve and grow together.”

Listening. Learning. Improving.

At Synapse, we believe I.T services should be personal, accountable, and outcome driven. Your feedback through NPS helps us deliver just that. A score of 60 tells us we’re on the right path but we know we can go even further.

To all our customers who’ve shared their thoughts: thank you. We’re listening and we’re committed to turning that feedback into action to ensure you have the best experience at every touchpoint.  

Want to know more about how we support your business outcomes through cloud, data protection, and infrastructure services? Contact us here we’d love to hear from you.

*NPS Score accurate at time of writing blog

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