In Press Releases

ICON Achieves Record-High NPS In 2022 Survey


16th of June 2022, Prague, Czech RepublicICON Communication Centres s.r.o. (ICON), a provider of outsourced B2B and B2C insides sales, account management, and CX solutions, is pleased to announce it has achieved an NPS® (Net Promoter Score) of 79 for customer satisfaction in its 2022 survey. At 79, this score is a 9-point improvement on ICON’s previous NPS® of 70 in 2021, it demonstrates ICON’s dedication to delivering a world-class customer experience for clients combined with exceptional outcomes.

ICON conducts an annual relational NPS® survey for a health check of its relationships with clients and as an overarching benchmark for the company’s success. Within the B2B sector, ICON’s score of 79 is well above the B2B service sector’s industry average of 61.

“ICON uses NPS® as a loyalty metric, and the entire centre has made a concerted effort to delight our customers. As a result, we’re all incredibly proud of ICON’s highest ever NPS score.”
Helen Hickin – CEO – ICON

ICON employs the NPS® methodology to deliver superior customer experiences, fuel innovation, and continuously improve its service delivery. The 2022 survey tracks ICON’s relationship with each client. According to survey respondents, the high scores were driven by the quality of CX and operational delivery, brand advocacy, and optimisation of customer journeys.

NPS® scores are the standard by which customer satisfaction is measured and is the most widely accepted gauge of customer satisfaction. Scores can range from -100 to +100 based on customers’ readiness to recommend a company’s products or services.

Calculating Net Promoter Score®

The Net Promoter Score® (NPS) is a standard measure of customer loyalty. It is calculated by asking customers a single question: “On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or a colleague?” Responses are measured on a scale of zero to ten; nine and ten are promoters, seven and eight are passives, and zero to six are detractors. The Net Promoter Score (NPS®) is determined by subtracting the percentage of customers who are detractors from the percentage who are promoters.


About ICON

ICON (est. 2003) creates tailor-made outsourcing solutions that use a combination of cutting-edge technology and A-player human resources to deliver leading inside sales and account management solutions for brands engaging in B2B and B2C interactions. Based in Central Europe, ICON’s brand evangelists provide award-winning CX and complex interactions in 30 languages. Clients benefit from a mature and experienced workforce, competitive price point, and accessible geographical location.

Recommended Posts