The Strategic Performance Group (SPG ), an international management consulting and market research firm headquartered in Minnesota, provides customer satisfaction ratings to a wide range of product and service companies. Its Customer Satisfaction Index is a gold standard for cross-industry comparison of quality in service to customers.
In the 2013 survey, SPG once again ranked IPS in the “Best in Class” category with a score of 9.5 out of 10. This was the highest score of any company in the last survey of 100 organizations. Asked if they received the value they expected from IPS for the money spent, 100% of respondents said “yes,” and the same percentage called IPS “easy to do business with.”
SPG also provides Net Promoter Scores (NPS) of the companies it surveys. The NPS survey asks respondents to rate, on a scale from 1 to 10 with 10 highest, how likely they are to recommend a company. The resulting Net Promoter Score (NPS) gives the percentage of respondents who are Promoters (score 9-10) minus the percentage of respondents who are Detractors (Score 0-6). IPS received a top NPS score of 89%, compared with 78% for Costco, 70% for Apple, 50% for Netflix and 32% for Verizon.