GMT Corp., a global industry leader in enterprise workforce management and performance optimization solutions, today announced results of its first annual Net Promoter® Score (NPS®) survey. The NPS benchmarks give companies a way to compare themselves against companies they compete against in key industries and provide an objective means to identify those who are best-in-class when it comes to client satisfaction and loyalty.
GMT’s Net Promoter Score is based on customers’ likelihood to recommend GMT’s products and services. The NPS is calculated as the percentage of customers who are Promoters – customers who are loyal enthusiasts and more apt to recommend a company to others and continue buying - minus the percentage who are Detractors – customers who are unhappy and may impede growth through negative word-of-mouth.
“We are delighted to report that GMT has earned a NPS of 47 percent,” said Simon Angove, chief executive officer of GMT. “This high score puts GMT near the top of its class of B2B companies and in the company of some very well-respected organizations. We believe these survey results are indicative of not only the value our product, GMT Planet®, brings to our customers, but also the ongoing care they receive from our services and support organization.”
GMT’s first annual NPS survey was conducted with customers worldwide. More than 70 percent of GMT’s customers responded to a telephone survey, which was conducted July through October 2009, by GMT’s client support organization. Clients were asked how likely they were to recommend GMT to others using the customary NPS scoring scale and, from those surveys, the company’s NPS score was derived.
“We credit our SureServices™ methodology, which was developed expressly to ensure our clients receive ongoing, measurable benefit from their investment in GMT Planet, as a key reason we achieved such a high NPS,” added George Glinsky, vice president of professional services at GMT and champion of its NPS initiative. “Not only are we able to boast a client retention rate in excess of 95 percent in each of the last five years, but we also believe that GMT is the first solution provider in the markets we serve to conduct a comprehensive NPS survey.”
Visit the Net Promoter website to find out more, or get a complete listing of GMT news from our news page.
GMT Corp. is a leading provider of workforce management and performance optimization solutions enabling companies to improve customer service and sales while decreasing labor expenses. Deployed in contact centers, branch offices or back office departments, GMT's products combine precision forecasting and intelligent scheduling with analytics and performance management tools to deliver a rapid return-on-investment. Products include GMT Planet®, its flagship workforce optimization solution; GMT On-Demand™, its SaaS workforce optimization solution; and SureServices, an award-winning client care methodology. Enterprise clients benefitting from GMT's solutions include BB&T, PRC, Alpine Access, Golfsmith, AirTran Airways, World Travel Holdings, Bank of the West, Zions Bancorporation, Ingenico, West Midlands Police, Contact 1-2-1 and Yarra Valley Water.
The company is privately-held with headquarters in Atlanta and offices in the U.K., Australia, South Africa and Dubai. For more information, visit www.gmt.com.
“GMT has provided us with robust, user-friendly tools, so we can manage our operations as efficiently as possible, and that is a must in today’s highly competitive financial services market.”
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