Inside INetU's data center in Allentown, Pennsylvania
(WEB HOST INDUSTRY REVIEW) –- Managed hosting and cloud provider INetU (www.inetu.com) announced on Tuesday it has released the results of a new survey from an independent market research firm that indicates a high customer approval rating.
The announcement comes a couple months after INetU hosted its Secure Web Hosting & IT Infrastructure Summit in Kansas City at the offices of Polsinelli Shughart.
According to the survey results, INetU has earned a robust +61 percent Net Promoter Score based on a 2011 customer survey conducted by Direct Opinions, a certified Net Promoter (www.netpromoter.com) loyalty partner.
“INetU’s Net Promoter Score of 61 is more than 50 percent higher than scores published by our leading competitors,” says INetU president Dev Chanchani. “This validates INetU’s sincere commitment to our customers – not just in words, but in quantifiable responses straight from our customer base. The fact that two out of three INetU customers are considered loyal enthusiasts and are actively referring us to others is a feat we are quite proud of and will strive to improve upon.”
NPS is based on the fundamental perspective that every company’s customers can be divided into the categories of Promoters, Passives, and Detractors.
The survey asks the question of “how likely is it that you would recommend [Company X] to a friend or colleague?”
Net Promoter then tracks these groups to form a metric of company performance through its customer’s point of view.
Customers respond on a 0 to 10 point rating scale and are categorized as promoters, passives, and detractors.
Promoters (score 9 to 10) are loyal enthusiasts who will keep buying and refer others, Passives (score 7 to 
are satisfied but unenthusiastic customers who are vulnerable to competitive offerings, and Detractors (score 0 to 6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
In order to determine a company’s NPS rating, the percentage of detractors is subtracted from the percentage of promoters.
In a survey of INetU’s customers, 66 percent were promoters (scores of 9 to 10) and just 5 percent were detractors (scores of 0 to 6).
The sample size achieves a statistically significant confidence level and interval of 95 percent (+/- 5 percent).
In the case of INetU’s independent customer survey, it had a response rate of 43 percent, which the company says is “an exceptionally high figure.”
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