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NET PROMOTER SCORE

Our commitment to excellence through Net Promoter Score® (NPS®)

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Why we conduct NPS surveys

At Protime, you’re at the core of all that we do. We depend on you, our customer, to support our ongoing improvement.

  • You keep us connected: By sharing your needs and offering direct insight into your experiences, you help us maintain our high standards.

  • You steer our improvements: Your feedback makes it clear where we’re succeeding and where we need to do better, allowing us to consistently raise the quality of our products and services.

  • You shape our priorities and leadership: Your contributions help us focus on what matters most: your satisfaction and continued trust. Thanks to you, we remain leaders in the payroll sector, always striving to meet your expectations.

Net Promoter Score chart showing detractors, passives, and promoters on a scale from 0 to 10

Net Promoter Score

We pursue excellence and take pride in delighting our customers. To assess and enhance the quality of our products and services, we make use of the Net Promoter Score (NPS) methodology.

NPS is a simple yet insightful tool that helps us understand your satisfaction and loyalty. It is a widely used measure that evaluates how likely you are to recommend our products or services to others, using a scale from 0 (not at all likely) to 10 (very likely). Based on your answers, we place customers like you into three categories: promoters, passives, and detractors.

We determine the NPS by subtracting the percentage of detractors from the percentage of promoters. This score, which falls between -100 and +100, reflects your overall experience with us. A positive result means we have more promoters than detractors, suggesting you’re more likely to recommend our services.

Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.

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Our Commitment

We’re not here to simply gather NPS data—we take all feedback seriously and act upon it.

  • We carefully analyse your input to identify problems and areas for development. Your insights are crucial in helping us understand your needs more clearly.

  • We follow up with you to gain a deeper understanding of your concerns and to resolve any issues that arise.

  • Your feedback plays a direct role in shaping the improvements we implement to enhance your experience. Every suggestion you provide helps us evolve and offer a higher standard of service.

Thank you

Should you have any questions, please don’t hesitate to contact us at customerexperience@protime.co.uk.