Planteria implemented a system called Net Promoter Score (NPS) in 2013 to support our mantra of fanatical customer service.
net promotor score
How our clients rate us
To support our drive for customer service excellence, Planteria implemented a system called Net Promoter Score (NPS) in 2013.
NPS measures customer loyalty by categorising them into three groups – promoters, passives and detractors. Customers are asked how likely they are, on a scale of 1-10, to recommend your services to people they know. Answers of 9+ are considered promoters, 7-8 are passives and 6 and below are detractors. Scores above 0 are considered ‘Good’, score above 50 ‘Excellent’ and scores above 70 ‘World Class’.
We track and monitor our NPS performance continuously.
In Q4 2024, we achieved an average score of 84, placing us in the ‘World Class’ category.
NPS Benchmarks
The graph below, compiled by Retently, shows 2025 benchmarks for B2B average NPS scores by industry.
