Why Crawford Technologies’ Net Promoter Score (NPS®) of +81 is Important To You

At Crawford Technologies, our top priority is ensuring our customers are happy with our products, services, and solutions. To achieve this, we constantly evaluate ourselves from our customers’ perspectives, striving to meet and exceed their expectations. We also continuously seek opportunities to improve.  That is why we rely on a crucial tool: the Net Promoter Score® (NPS®).

NPS is one of the most widely used and recognized metrics for assessing customer loyalty and satisfaction. It provides organizations with a standardized benchmark to gauge how well they are doing in the eyes of their customers, allowing them to compare their performance with others across different industries.

For Crawford Technologies, NPS is not just a number—it reflects our dedication to customer satisfaction and positive outcomes. We proudly display our NPS on our website so that our current and future customers can see how we’re doing in real, measurable terms. Our NPS shows how customers truly perceive us.

Crawford Technologies’ NPS: 81—A World-Class Achievement

We’re incredibly proud that Crawford Technologies has an NPS of +81, placing us in the “world-class” category. To put this into perspective:

• A score between 0 and 30 is generally considered good.
• A score above 30 indicates high customer satisfaction, with significantly more happy customers than unhappy ones.
• An NPS above 70 strongly indicates customer loyalty, highlighting that a business generates a substantial amount of positive word-of-mouth through referrals and online reviews.

Our NPS of 81 is a testament to the excellence of our products, services, and customer support. It reflects our relentless commitment to going the extra mile to ensure our customers are satisfied and eager to recommend Crawford Technologies to others.

How We Improved Our NPS from 73 to 81

Raising our NPS from an already outstanding score of 73 to 81 didn’t happen overnight—it resulted from focused, customer-centered efforts that spanned multiple areas of our business. Here’s how we made it happen:

1. Listening More Closely to Customer Feedback
   We emphasize understanding our customers’ needs by actively seeking feedback through inquiries, follow-up calls, and direct conversations. This allows us to gain deeper insights into areas where we could improve and where we were excelling.
2. Enhancing Customer Support
   We are continually refining our customer support capabilities, ensuring faster response times and more thorough assistance. We resolved issues more efficiently and effectively and addressed potential problems before they escalated by investing in our support and services teams.
3. Product Innovation and Improvements
   We consistently work on enhancing our existing solutions based on customer suggestions and market trends. Focusing on innovation, refining our offerings, and bringing new products to market gave our customers the tools to solve their most pressing challenges, driving greater satisfaction.
4. Proactive Communication
   Transparency and communication are key to building trust. We made strides in keeping our customers informed about product updates, new features, and any changes that could impact their experience. This openness fostered stronger relationships and reassured our customers that they were valued partners.
5. Investing in Long-Term Customer Relationships
   Our team makes a concerted effort to retain and nurture existing customers. We help our customers to achieve their long-term goals through personalized account management and strategic planning. This commitment to their long-term success ensures our customers feel supported and motivated to stay loyal.

By focusing on these areas, we were able to elevate our NPS from 73 to 81, a significant leap that reflects our ongoing dedication to customer satisfaction and experience.

Why NPS Matters to You

Customer loyalty stems from consistently delivering great experiences and value to you. Many companies claim they have satisfied customers, often citing statistics to back up their claims. But as the saying goes, there are “lies, damned lies, and statistics.” NPS cuts through the noise by providing a standardized, industry-recognized method for measuring customer loyalty.

When considering doing business with a company, ask them for their NPS. If they don’t have one, that is a red flag.

At Crawford Technologies, we don’t just say we’re committed to customer satisfaction—we prove it. Our NPS shows that we’re dedicated to managing and maintaining the happiness and loyalty of our customers.

Our Promise to You

We don’t just rely on numbers; we make concrete commitments to our customers:

• We will take care of you.
• We will work hard to earn your trust.
• We will provide top-tier service and support.
• We will continue to innovate to deliver new solutions that meet your evolving needs.

Our NPS of 81 proves that we stand by these commitments. With a powerful blend of innovation, integrity, and reliability, we ensure our customers’ success—that matters most to us.