Why NwPS matters more than NPS for network operators & MSPs
We all know that Net Promoter Score (NPS) is an important metric for network operators, and managers, and has a direct bearing on the goodwill and value of companies. NPS is also important at a personal level, as it is often linked to the remuneration (bonuses) of staff such as Account Executives, Marketing, Network Managers etc.
So why the reference to NwPS? That’s our Sinefa take on it, and means Net”work” Promoter Score or NwPS! We are being a little contentious, but what we do know is that your clients expect the network to be a utility, not a luxury. There are no gold stars given out for the network performing. It’s expected to. So here’s our take on why NwPS is important: the minute the network stops performing, or in your customers eyes “is slow”, the finger pointing starts!
They do one or all of the following:
- Ring the network manager or MSP and complain (lodge a service ticket)
- Ring the network operator and complain that the link is slow (lodge a service ticket, threaten to change carriers, want a discount on their monthly bill etc.)
- Ring the unsuspecting reseller who sold them the last app into the network i.e. O365 has killed our network! They don’t know that the app is the straw that broke the camel’s back, and it’s the combination of apps (traffic) causing the issue.
With the blurring of lines and ISPs becoming MSPs and vice versa, combined with everyone reselling apps for Microsoft and other vendors, your organisation could be in the firing line for all three scenarios. So here’s the ultimate irony; it is increasingly common that your customers are causing their own performance issues due to the way they’re using the network. They’re addicted to data (irrespective of the size of the link), they keep adding apps to the network, and this congestion is causing performance issues and that “slow” network feeling. In other words, they’re creating their own issues which are impacting on your NPS.
What can network operators and managers do? In days gone by, you’d ping the network, look at end points, check routers etc. You’ve already sold them more bandwidth and that hasn’t fixed the slow network. Your customers operate in real-time, and want to know what is consuming their bandwidth now, not look at a historical report. Sinefa is able to provide simple customer-facing, live streaming of network traffic, coupled with traffic shaping, ensuring that links are operating efficiently and apps are performing. You're also able to provide customers the Sinefa mobile app (Android or iOS) so they can self-service in real-time, often identifying their own use as the cause of network issues, thus preserving your NPS and stopping the finger pointing.
Network performance is they key to business productivity, and that is why NwPS should be foremost in your mind. Fix the network, give your customers the visibility they want, and your NPS will skyrocket.