In Press Releases

ICON Attains A Net Promoter Score Of 70 In Its First Survey For 2021


26th of May 2021, Prague, Czech Republic – ICON Communication Centres s.r.o. (ICON), a provider of outsourced B2B insides sales and account management services is pleased to announce it has received an NPS® (Net Promoter Score) of 70 for customer satisfaction. This score demonstrates ICON’s dedication to delivering a world-class customer experience for clients combined with exceptional outcomes.

NPS® is the most widely accepted gauge of customer satisfaction. It measures both customer loyalty and the quality of the CX provision. Scores can range from -100 to +100 based on the readiness of customers to recommend the products or services of a company.

ICON conducts a relational NPS® survey twice per year for a health check of its customer relationships with clients and as an overarching benchmark for company success. Within the B2B sector, ICON’s score of 70 is well above the B2B service sector’s industry average of 41. It also puts ICON above the highest score of 59 in Forrester’s November 2020 NPS® results out of 250 brands across 14 industries in the US.

“ICON uses NPS® to build a culture of action – to take stock, optimise performance, and take measures that ultimately create and improve client experiences.”
Helen Hickin

NPS® scores are the primary standard by which customer satisfaction is measured across all industries. Leading companies use the NPS system to consistently deliver superior customer experiences, fuel their innovation, and continuously improve their processes and 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 resource to deliver leading inside sales and account management solutions for B2B brands. Based in Central Europe, ICON’s brand evangelists provide complex interactions in 30 languages. Clients benefit from a mature and experienced workforce, competitive price point, and accessible geographical location.


For more information or to request an interview with ICON’s CEO, Helen Hickin, please contact:
Chris Hague
Media + Marketing Business Partner
+420 221 709 223

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