How are the scores calculated?
Redcentric uses two primary methodologies to measure performance.
Customer Effort Score (CES): A measure of how easy or difficult it is to work with Redcentric. This is measured for transactional activities such as raising tickets with the service desk and planned maintenance works.
Net Promoter Score (NPS): A KPI used to assess overall customer satisfaction and how likely customers are to recommend a company to a peer or colleague. The score is derived from the response to a single question: “How likely is it that you would recommend our offering (product, service or company) to a friend or colleague?”