Circle of Excellence
For the third year running Acuity Solutions was one of only 15 Sage Business Partners to win the coveted ‘Circle of Excellence’ Award for excellence in customer service. Acuity’s score was close to a level attained only by ‘World Class Companies’.
Today’s competitive climate means that it is more important than ever for UK Businesses to stay close to their customers and deliver an outstanding service.
Sage, a leading provider of business software and services, introduced the concept of a Circle of Excellence four years ago in order to recognise and reward the Business Partners who provide outstanding customer service and whose customers are the most likely to recommend them to friends and colleagues.
Sage is committed to maintaining high standards of customer service and each year undertake independent research into how customers feel their Business Partners are performing. The answers given help Sage and their Business Partners improve the services they offer to customers.
The Facts
A representative sample of Acuity Solutions customers were contacted by independent research company Queastor and asked just a few questions:
- Out of 10 how likely are you to recommend Acuity?
- What do Acuity Do Well?
- What could they improve upon?
- Out of 10 how likely are you to recommend Sage?
- What do Sage Do Well?
- What could Sage improve upon?
The measurement criterion underpinning the Circle of Excellence is Net Promoter® Primer, or NPP. Customers are given the opportunity to scale their answers to each question from 1-10 and it is the percentage that give the most positive answers (8, 9 &10) in ratio to those that give the most negative answers (4 or below) that determines the overall score. It is the ratio of positive to negative perceptions that determines the results of this research. In other words those customers who award Acuity Solutions medium points (5,6, & 7) are not as significant as those with more extreme satisfaction/lack of satisfaction ratings.
