Cytec’s Net Promoter Score (NPS) rises once more to continue trend
In October 2024, Cytec carried out its sixth annual Net Promoter Score survey amongst our clients to measure the satisfaction of our client base. We’re delighted to announce that, for the third successive year, our score increased, rising from +86.4 in 2023 to +87.3. We’re pleased to say that this continues to far exceed the benchmark within our industry of +40.
What is the Net Promoter Score?
The Net Promoter Score is a metric used in customer experience programmes to measure the loyalty of customers to a company. It is based on the simple question of ‘How likely is it that you would recommend Cytec to a friend or colleague?’
Participants are given a scale of 1-10 to choose from and are then sorted into three categories:
- Promoters: Those who gave us a score of 9 or 10
- Passives: Any responders who put 7 or 8
- Detractors: Any score from 6 to zero
The score is worked out by taking the percentage of detractors away from your promoters.
An indicator of trust
“It’s fantastic to see our customers scoring us increasingly higher each year. One of the leading principles of our business is to put our clients at the heart of what we do. Our latest Net Promoter Score confirms that our client-centric approach is baked into our operations: from innovation to the delivered product, continuing through with the support we provide companies to help them meet their compliance goals. Every employee in our business strives to serve our clients’ needs and I believe this is the reason why 56% of the FTSE 100, and our entire customer base, choose to place their business and trust with Cytec as a partner in good governance.”
Shelley Goff, Client Services Director, Cytec
