If Symantec is making a big deal of it's Net Promoter Program, well Rackspace just went one better. Or at the very least made a public commitment to customer focus.
On Friday, the hosting company filed it's S-1 with the SEC and explicitly referenced NPS as part of it's business model.
We have been looking for NPS as part of the public company financial framework and this is certainly a step in that direction. For those of you who don't find government filings a real page-turner, here is an interesting excerpt:
"Our business model is centered on delivering Fanatical Support in all that we do. This commitment to superior service, coupled with our specialization and exclusive focus on hosting, provides our customers with a compelling value proposition to manage their IT systems and computing.
Our Fanatical Support culture strives to create loyal "customers for life."
We work hard to maintain our culture of commitment to customers. We have invested significant resources inecruiting, empowering, and motivating Rackers who are passionate about caring for our customers. We believe Fanatical Support increases customer loyalty and provides the potential for greater lifetime value to Rackspace. From 2005 to 2007, we achieved an annual growth rate of 20.2% for revenue associated with our existing base of customers. Additionally, these loyal customers are more likely to refer other businesses to us. Beyond additional services added and referrals, we also measure customer loyalty using a proprietary metric, the Net Promoter Score, developed by Bain & Company, Inc., Fred Reichheld, and Satmetrix Systems, Inc."
