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Apr 16, 2021

Net Promoter Score (NPS): What it means and what you said

Dear valued customer,

Most of you participated recently in our NPS survey. So, we’d like to say thank you, and offer an explanation along with the results.

NPS survey explained

When you take an NPS survey, you’re asked to rate a company or their services on a scale of 0-10 based on the likelihood that you would recommend them.

After that, it gets complicated.

The NPS is not like a typical star rating system. It’s not really a measure of whether you find a company’s services acceptable or not. Instead, it’s a measure of a customer’s willingness to be a cheerleader for the company.

If you answer the question with any number between 0-6, you are considered a detractor—the opposite of a cheerleader.

If you answer the question with a 7 or 8, you are considered on the fence. You neither cheer for nor against the company.

Only those who answer with a 9 or 10 are considered “promoters” of the company or its services.

NPS results explained

So how does one arrive at a company’s “Net Promoter Score”?

Once all of the surveys are in, the scorekeepers subtract the percentage of detractors (those who scored the company 0-6) from the percentage of promoters (those who scored 9-10).

The result is a company’s Net Promoter Score—a measurement of their customers’ willingness to “promote” the company and its services.

And this resulting score will fall somewhere between negative 100 and positive 100. A negative score means that a company has more detractors than promoters; a positive score means that a company has more promoters than detractors.

So, how did OSV fair in 2020?

OSV’s 2020 NPS results

Each year, OSV asks its North American and EMEA customers to complete a net promoter survey and offer us additional feedback on our AMS and managed services. Certainly, 2020 saw unprecedented and unforeseeable circumstances that brought both industry and personal challenges. In light of that, we’re especially grateful to the hundreds of you who took the time to provide your rating of our services.

And the results are in! Drumroll please!

OSV’s 2020 Net Promoter Score, based on hundreds of customer responses, was a positive 34!

On a negative 100 to positive 100 scale, a positive 34 result measuring who would be willing to promote OSV and our services is very strong.

We’re here for you

While we’re proud of the results from 2020, we’re always seeking ways to improve how we serve you, our customers.

As an extension of your team, we specialize in making your day more doable by tackling that to-do list on your behalf—freeing you up to do more strategic, value-added work that’s ultimately more rewarding both for you and your company.

So if there are additional ways that we can serve you, please reach out and let us know. In the meantime, thank you for partnering with us and for placing your trust in OSV. You remain at the center of everything we do.


Jeff Miller
Global Brand Marketing and Communications Director

About OneSource Virtual

OneSource Virtual (OSV) is the Workday partner that has helped more than 1,300 companies with everything from deployment to maintenance to payroll and more—all to make the day more doable. Founded in 2008, OSV pioneered Business Process as a Service (BPaaS) and has become the leading provider of automated solutions for organizations of all sizes using Workday, delivering services with unparalleled choices, unwavering commitment, and uncompromising care. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. OneSource Virtual: let’s make the day more doable. Find your company’s solution at www.onesourcevirtual.com.