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Net Promoter Scores and the Oil and Gas Industry


Whether you need a recommendation for a household item or enterprise resource planning software (ERP), customer insight is the best guidance. That’s why we pore over online reviews before we buy, and in our case, leverage peer and user references to learn what solution will work best for oil and gas production. We want to hear from those who have been there, done that and will return for more.

That’s what the net promoter score is really all about. It gauges satisfaction and the resulting loyalty between a customer and provider; a metric now used by more than two thirds of the Fortune 1000.

Our customers gave WolfePak Software an NPS score of 80. Here’s why this metric is so important to our work in the oil and gas industry.

What is Net Promoter Score (NPS)?
A company’s NPS score is determined by customers answering one question: “How likely are you to recommend a company (or product/service) to a friend or colleague?”

Customers respond with a rating from 1 to 10, where 10 is extremely likely and 1 is not likely at all. Those who give a store of 9 or 10 are “promoters,” while “detractors” respond between 1 and 6.

NPS scores vary by industry and are built entirely on customer experience and feedback. A score can be as low as −100 and as high as +100. Anything over 70 is considered exceptional. According to NICESatmetrix, one of the original creators of the NPS score, 30 is the average software NPS benchmark score.

Image: NICESametrix

Customer success is at the center of everything we do.
We help our customers automate and securely manage their digital data from the oilfield to the back office. To accomplish this, we created and adhere to an enterprise-class customer success model that delivers strong support, even when working remotely.

Each and every WolfePak customer has their own dedicated support team that gives them proactive and personalized service. A full range of expertise is also available, including oil and gas consultants, accountants, tech experts, programmers and product specialists.

Our goal is to develop a long-term relationship with our customers. Over time, we get to know their operations from end to end – the systems, processes and challenges – so we can best manage even the most complex accounting and reporting needs.

World-class expertise at your fingertips.
While we miss the thrill of our customer training roadshows, onboarding and the user conferences we conduct across the U.S., we’re shifting our 2020 in-person event calendar to offer even more online training and interactive sessions.

Our oil and gas accounting training classes are updated on a regular basis on our website. And check out our latest resource, How to Manage Your Financials & Month-End with a Remote Team.

We feel if customers get the right training and experience – that they’re prepared, served and treated right – they’ll find it all the easier to mitigate risk and optimize financial performance in today’s volatile oil and gas market.

Creating mutually beneficial success.
Our NPS was calculated and verified by a third-party, IGS. Based on a survey of nearly 100 of our customers, our score was driven by the ease of use and reliability of our solutions, proactive customer support and domain expertise.

These are the very pillars we’ve used to build our business. And with a 95% retention rate and 1,900+ customers – most of whom view the company as critical to running their businesses – this NPS ranking further validates a long-held business belief that has driven our company and will always do so.

Only through the success of our customers, by ensuring your satisfaction and earning your loyalty, will we succeed.

Thank you for giving us the opportunity and your continued trust.

Do you need a hand transitioning your back-office operations while working from your home? Contact us today to see how we can help you make the transition with WolfePak SaaS Offerings.