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 2014 survey, SPG once again ranked IPS in the “Best in Class” category, which makes that 6 years in a row. IPS was also the highest-scoring company among the 100 companies represented in the SPG 100 Index for 2014. Asked if they received the value they expected from IPS for the money spent, 100% of respondents agreed that they are receiving great value from IPS.
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 80%, compared with 72% for Apple, 64% for Amazon, 54% for Netflix and 45% for AMEX.