J2's Approach to CLient centricity

NPS score

Client satisfaction is our most important metric.

From start to finish, our team aims to be a reliable resource and long-term partner in your business.

Tailor Made

Tailor Made, Your Way.

“Have it your way” engagement model ensures that each client’s individual needs and requirements are met.

Focus on Fit

J2 takes the time to listen carefully to client needs ensuring the right fit in terms of role, function and culture.

Feedback Matters

Regular communication ensures the client’s needs are met, while an NPS scoring system provides transparency and drives continuous improvement.

“J2 has perfected the art of building long term relationships and has proven to be nimble, supportive, and flexible.”

VP and CIO

Regional Newspaper

What is NPS?

J2  uses the Net Promoter Score (“NPS”) to measure client satisfaction and take feedback to help us improve how we serve you. Net Promoter Score is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix. It is based on asking a simple question:

“On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?”

Customers who select a 9 or 10 are considered “Promoters” and these customers are regarded as an organization’s most loyal, satisfied and enthusiastic clients.

Promoters are the most likely to refer the company to their friends and colleagues.

Customers who select a 7 or 8 on the metric are considered “Passives”.  What this means is that while these customers are happy with the service they receive, they are not as likely to refer the company to friends or colleagues.

“Detractors” are customers who select anywhere between a 0 and 6 on the metric. These customers are unhappy with the service they have received or have had negative experiences with the company.

While detractors are not ideal, their feedback provides a valuable opportunity for a company to learn and improve their processes to best serve their customer.

How is NPS Calculated?

Calculating NPS is simple, just take the percentage of your customers who are “promoters” and subtract the percentage of customers who are “detractors”. “Passives” do not figure into the equation.

For example, if a company had 100 respondents as follows: (i) 25 Detractors; (ii) 35 Passives;and (iii) 40 Promoters, the NPS score would be 15 (40% Promoters – 25% Detractors).


J2 will continue to take NPS surveys every quarter. Our goal is to continually work to improve how we serve our partners and to continually focus on creating the best possible experience for them.

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