May 14, 2019 • Amanda McKeon
For anyone that knows the team at Recorded Future, you may have caught on to the fact that we’re a bunch of overachievers. The company is always striving to be the best and provide our clients with a solution that goes above their expectations. That’s why we’re thrilled to receive the highest Net Promoter Score of any other cybersecurity analytics or intelligence company.
A Net Promoter Score (NPS) is a client loyalty metric developed by Fred Reichheld introduced in his 2003 Harvard Business Review article “The One Number You Need to Grow.” The survey produces a number between -100 and +100 where -100 means everyone’s a detractor and +100 means everyone is a promoter.
Depending on their response, clients are divided into three categories: detractors, passives, and promoters. NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.
Detractors (score 0 – 6) are the least-satisfied clients. They may not purchase again and could spread negative word of mouth if something isn’t done to improve their experience.
Passives (score 7 – 8) aren’t typically satisfied, and their loyalty can’t be assured. They are susceptible to competitors offers, but don’t spread negative or positive word of mouth.
Promoters (score 9 – 10) are loyal and enthusiastic. This group will renew contracts, are open to upselling, and will tell others to do the same.
Recorded Future regularly conducts NPS surveys to collect feedback from clients for continuous improvement. At a score of 71 (for comparison, the widely beloved Apple iPhone ranks at 55), the company ranks well above other companies in the industry.
The survey results also revealed that over 90 percent of the user base would recommend Recorded Future.
Fortune 500 companies surveyed on their experience using Recorded Future commented:
Visit the NPS website to learn more about Net Promoter Scores and view the survey results in their entirety.
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