The Truth Behind NPS Scores: What They Really Say About Customer Loyalty

We recently wrapped up our latest NPS survey at Datavail, and the results reaffirmed something we’ve always believed: strong customer relationships don’t happen by accident. They’re built through reliability, responsiveness, and a commitment to helping clients achieve their business goals.

But what exactly does our NPS score tell us?

It gives us insight into what our teams are doing right—and what we should keep doing more of. It helps us understand the strength of our client partnerships and the long-term loyalty of our customer base. And most importantly, it highlights where we can improve to make sure, we continue to provide real value.

This year, our NPS came in at 78, well above average. A high NPS score is more than just a number—it’s proof that our clients trust us, rely on us, and see us as an essential partner in their success. That’s why we don’t just track the score. We dig into the feedback behind it, using it as a tool to better serve our clients and grow alongside them.

What Is an NPS Score and Why Does It Matter?

An NPS score is calculated by asking customers a simple question: “How likely are you to recommend our company to a friend or colleague?” Based on their responses, customers are categorized as:

• Promoters (9-10): Customers who are loyal advocates and likely to recommend us.
• Passives (7-8): Satisfied customers who may not be as engaged or vocal about their experience.
• Detractors (0-6): Customers who are dissatisfied and may discourage others from working with us.

The final NPS score comes from subtracting the percentage of Detractors from the percentage of Promoters. While it’s often viewed as a measure of customer satisfaction, it’s more than that—it’s a direct reflection of customer loyalty, advocacy, and long-term business relationships.

Companies with high NPS scores tend to outperform their competitors in revenue growth, with industry leaders growing at twice the rate of their peers. That’s because customers who are willing to recommend a company are more likely to stay engaged, continue investing in services, and become long-term partners.

What is Datavail’s NPS Score?

For 2025, Datavail received an NPS score of 78, placing us in the top quartile of global businesses and well above industry benchmarks. For comparison:

• The median NPS for IT services companies is 40.
• The median NPS across the Technology industry is 60.

These numbers highlight the strong relationships we’ve built with our clients and reinforce the idea that we’re not just a service provider, we’re a trusted partner.

What Our NPS Score Really Reveals

While NPS is often thought of as a customer satisfaction metric, it tells us much more than that. Here’s what a high NPS score really means:

1. It’s a Measure of True Customer Loyalty

Satisfied customers don’t always stick around, but loyal customers do. Our NPS score along with the comments we’ve received from customers indicate that our clients are happy with our service and trust us enough to keep working with us long-term.

2. It Shows We’re More Than Just a Vendor

A strong NPS doesn’t just mean we deliver good service, it means we’re seen as a strategic partner. Clients who rate us highly view us as an extension of their team, helping them achieve their broader business goals.

3. It Reflects Business Impact, Not Just Customer Sentiment

Clients don’t recommend companies just because they’re friendly or responsive. They recommend companies that help them succeed. We help our clients operate more efficiently, reduce risk, think tech and AI-forward, and stay ahead of the competition. Our NPS reflects the fact that our clients see real, measurable value in our partnership.

What We Learned from Our Clients’ Feedback

At Datavail, we don’t rely solely on our NPS score to determine how well we’re partnering with our clients. We take a step further and focus on what our clients are telling us. Here are some of the key themes that emerged from our latest survey and the feedback that supports them:

1. Reliability & Responsiveness

Clients want an IT partner they can count on, especially when challenges arise. Our NPS feedback made it clear that reliability is a huge reason why our clients value us.

“The team’s technical expertise continues to stand out, enabling us to navigate complex challenges with confidence. Their ability to deliver reliable solutions has added measurable value to our operations.”

2. Proactive Support & Continuous Improvement

At Datavail, we don’t wait for problems to arise, we stay ahead of them. Our clients rely on us to anticipate challenges, identify opportunities for improvement, and proactively enhance their IT environments before issues ever surface.

“[Datavail is] highly responsive to our needs, proactive in identifying potential issues, and consistently provides meaningful suggestions and recommendations that help us move forward. They have earned trust from our development team.”

3. Business-Focused IT Partnership

Successful businesses need IT partners who understand their goals and contribute to their growth. We help our clients navigate challenges, optimize their operations, and implement solutions that drive measurable business success.

“[The Datavail] team is dedicated to providing us the best service. They understand our business and our goals as an organization. They suggest things for us which are tangible and make a difference, as well as offer strategic advice for the long term.

Final Thoughts

An NPS score is more than just a number, it’s a reflection of trust, loyalty, and the long-term value we provide to our clients. It tells us that we’re on the right path, but it also gives us insight into how we can continue evolving to meet our clients’ needs.

At Datavail, we take our NPS results seriously because they help us strengthen our partnerships, refine our approach, and keep delivering the kind of IT support that makes a real impact. And as our latest survey confirms, that’s exactly what our clients count on us to do.