NPS Index (Net Promoter Score)
In this section:
What is NPS?
The Net Promoter Score (NPS) is a widely used metric in the market to measure customer satisfaction and loyalty toward products or services. It was developed by Bain & Company and is based on a single question:
Important
“On a scale of 0 to 10, how likely would you be to recommend GridUnesp to other researchers?”
User Classification
Based on the scores assigned, users are classified into three categories:
Category |
Score |
Profile |
|---|---|---|
Promoters |
9-10 |
Enthusiastic users who actively recommend the service |
Neutrals |
7-8 |
Satisfied but not enthusiastic users; would easily switch |
Detractors |
0-6 |
Dissatisfied users who may harm the service’s image |
NPS Calculation
Note
The NPS index is calculated by the formula:
NPS = % Promoters - % Detractors
Where:
% Promoters = percentage of users who gave scores 9-10
% Detractors = percentage of users who gave scores 0-6
(Neutrals are not included in the calculation)
GridUnesp Results
The Satisfaction Survey conducted with 56 GridUnesp users obtained the following results:
Category |
Percentage |
Number of users |
|---|---|---|
Promoters (9-10) |
89.0% |
50 |
Neutrals (7-8) |
8.9% |
5 |
Detractors (0-6) |
1.5% |
1 |
Comparison with Companies
The NPS of 87.5% places GridUnesp in a position of excellence when compared to world-renowned companies:
Institution/Company |
NPS |
|---|---|
Tesla |
96 |
GridUnesp |
87 |
Apple |
72 |
Amazon |
62 |
50 |
|
Microsoft |
33 |
Dropbox |
32 |
HP |
28 |
-21 |
Note
Source of comparative data: NPS Benchmarks
Interpretation of Results
The excellent result obtained (87.5%) indicates that:
✅ Strengths:
GridUnesp serves the scientific community satisfactorily
The available resources are effective for research
The service provided is well evaluated by users
Most users would recommend the cluster to other researchers
📈 Opportunities:
Continue improving documentation (already started)
Further reduce support response time
Expand the offering of scientific applications
Maintain dialogue with the user community
Tip
The survey result is an incentive for the team to continue working on the continuous improvement of services, always seeking to better meet the needs of the scientific community.
Post-Survey Actions
Based on the results and feedback received, the GridUnesp team implemented:
Complete reformulation of documentation (bilingual version)
New examples of submission scripts
Frequently Asked Questions (FAQ) section
Expansion of disk space (120 TB in /home/)
Installation of new scientific applications
See also
Support Documentation for GridUnesp Users - Documentation improvements
Job Submission - Submission feedback
Support for GridUnesp Users - Support evaluation
Contact - Channels for continuous feedback