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Elevating The Customer Experience: NPS 2024 Results

“Great support team who answers my call quickly!

"When we have a problem, they are very easy to contact and efficient with their customer service and helping you in the spot.”

“Good pricing, no hassles.”

This year just got a whole lot sweeter: Our latest Customer Satisfaction Survey yielded a best-in-class satisfaction score of positive 52, and we couldn’t be prouder! This highlights the great customer service our teams strive to provide while outshining the average scores of the finance sector. The quotes above capture just some of the happy sentiments shared by our customers.

We constantly seek feedback from our 30,000+ business community in order to elevate their EFTPOS experience. As a part of this, we conduct an annual Customer Satisfaction Survey to obtain honest customer feedback and hear from them what they enjoy about their Smartpay experience and what they hope to see from us next.

This results in a Net Promoter Score (NPS), which is an internationally recognised satisfaction score for a business’ customers, with a result that can range anywhere from negative 100 to positive 100. To have earned a positive 52, simply put, is a knockout result! 

When we say we’re a customer-obsessed company, that isn’t just lip service. It’s baked into the core of our business, and it’s why we prioritise services like 24/7, fast and efficient support for our merchants 365 days of the year. We want them to focus on doing what they do best: running their businesses. It’s our job to make sure their payments work seamlessly, as smooth as butter. 

Our customers voiced their appreciation, sharing their love for our reliable EFTPOS solutions and the ease of doing business with us. They also love our fast, personal and knowledgeable customer support; something we pride ourselves in. 

“They always answer the phone quickly, the service is just amazing!”

These survey responses help us prioritise our focus for each year to ensure we are delivering what our customers want and need in their EFTPOS experience. From last year’s survey, our customers shared that they wanted more proactive communication from us during the rare occasion when there is an incident with their payments. 

We implemented an incident response strategy, including proactive communication and a Service Status page where our customers can get live updates. We also reduced the time it takes to reach our customer support team on the phone, and we have some exciting product and service updates coming in the year ahead.

“Communication regarding service outages has improved since the last survey. Keep it up!”

We’d like to extend a huge thank you to everyone who responded to the survey. We read every submission, and implementing your feedback will help shape how we operate as we continue our journey as the EFTPOS partner of choice for small-to-medium-sized businesses. We’re proud of our top-notch customer satisfaction score and remain committed to listening to our community to keep delivering a premier payment experience they know and love.

Speak with one of our Kiwi payment specialists today!

Every year our payment specialists help hundreds of businesses in all sorts of industries to get the right payment solution. Talk to us about your business today.