Linksys and Best Buy Net Promoter Score Experience
I recently bought a Linksys Velop mesh Wi-Fi system from Best Buy and also hired Geek Squad (owned by Best Buy) to implement the product. I am very happy with the overall experience and the Wi-Fi is blazing fast both inside the house and in the backyard.
Best Buy and Linksys appear to be using Net Promoter Score based on my experience with both the product and the implementation service. Within three hours after Geek Squad finished implementing the system, I received an email asking the classic NPS question of whether I would recommend their service.
A few days later, I received an email from Linksys asking whether I would recommend the Velop Wi-Fi product. Screenshot is below:
A few weeks later, I needed to adjust some of the settings on the Wi-Fi network and was having trouble with it. I called Linksys support and found them very helpful in solving my problem. A few days later I received an email from Linksys research asking me again whether I would recommend their product in the NPS format. This clearly shows they are measuring whether NPS goes up on down based on interaction with customer support.
This is a great example of not just one but two companies gathering customer feedback on both a product and a service. It also shows one of the key benefits of NPS, in that the format for gathering my feedback was very fast and could be completed in less than 60 seconds. I do not know but am curious whether the two companies share NPS scores with each other and collaborate on improving the scores.
I was very happy with my overall customer experience, and even more happy to know that both companies are so focused on my individual feedback and clearly ready to follow up if I was unhappy. This was the first time I had ever used Best Buy/Geek Squad – and it was a clear step in making me a loyal customer for my future technology needs. (Did I mention I need a new TV?).