Net Promoter Score (NPS) and Rolls-Royce evaluation 2020

At QOCO, we apply a standardized procedure for measuring customer satisfaction that ensures the sustainability & quality of results over time. As part of that process, Net Promoter Score (NPS), measures how likely a customer is to promote our company based on their experience.

As an advocate of customer-first strategy, QOCO’s goal is not only to achieve the highest score, but to also receive valuable feedback that provides us with additional action plans to deepen our relationship with clients, increase retention and loyalty. QOCO crew dont just focus on the NPS number. In analyzing these results, we ensure that each and every individual written comment has been handled with the utmost care. This helps us to consistently bring more value and adapt to the evolving needs of our global operating clients.

At the end of  2020, we asked Rolls-Royce to share their experience of working with QOCO. Our team was extremely proud to receive a score of NPS 100, equivalent to the highest level of customer satisfaction by QOCO’s NPS framework. We are honored to be able to support aviation industry leaders with EngineData.io solution that enables secure, automated data streams between Rolls-Royce engines and airlines. Rolls-Royce and QOCO will continue to work in tandem to help airlines optimize business processes. By automating real-world data exchange with Rolls-Royce digital services and EngineData.io, carriers can reduce operational costs, gather insights on each trip, maximize Trent engines’ utilization and optimize maintenance schedules.

Excellent customer satisfaction results are supported by a customer experience management strategy, which is based on three cornerstones.

  • An agile and proactive approach to work. QOCO crew prioritizes solving client’s requests on time and delivering effective solutions.
  • Highly experienced crews. We are proud to say that our employees have the best qualification and experience in the industry.
  • Excellent team. Human touch always makes a difference. Besides being recognized experts, people at QOCO have proven to be valued team members who collaborate effectively with our global community.

With excellent NPS results, we at QOCO feel there is always room for improvement. Analyzing comments brought to light several focus areas for our team to develop further. One of the key bases that support improvement is our recent ISO 9001 and ISO 27001 certifications that helped QOCO to formalize existing processes, develop necessary documentation, improve information security guidelines, and in essence, build a management system from the ground up.

Few examples of feedback received from Rolls-Royce.

“Consistent high quality of work delivered with a smile”.
“Reliable and robust delivery for customer engagement and technical solution”.
“High quality of work delivered promptly and by people who are a pleasure to work with”.
“QOCO honesty and can-do attitude”.
“Quality of work, responsiveness, proactivity”

Read more about QOCO and Rolls-Royce Partnership: Rolls-Royce Opts for QOCO Systems as Digitalisation Partner

More Posts

You Might Also Like

Blog
How To Build A Positive Company Culture
QOCO is a fast-growing company that puts the needs of its employees first. Creating a positive workspace often leads to greater levels of success within a company, and QOCO is no exception to this. However, making employees feel like they belong isn’t always as easy as it seems. Building positive company culture can be a complex process, and it’s important for businesses to understand this in order to prosper.
calendar icon
Jul 26, 2022
Blog
Day in work & life of QOCO CEO
Markku Nyman shares his insights on the typical day as a CEO of successful growth company and his leadership philosophy.
calendar icon
Jul 21, 2022
Blog
Automating data flows between airlines, MROs and OEMs. Example: Engine overhaul
Realizing paperless maintenance and operations has been the target of airlines, MROs and OEMs in recent decades. With the increased adoption of electronic technical logbooks and digital solutions in maintenance, a growing number of airlines are getting close to going 100% paperless in their internal operations. However, that development is less well advanced when it comes to external communication. Data sharing is essential for efficient collaboration in the industry.
calendar icon
Jul 19, 2022
Blog
Digital Nomad at QOCO - Ekaterina has spent a month living and working in a small Greek village nearby Kalamata
This May, Ekaterina Zhegalina, our Marketing Manager, has spent a month in sunny and warm Agios Nikolaos, a quiet village in West Mani Municipality, is located 50 kilometers southeast of Kalamata. We asked her to share some tips with anyone who is planning a similar experience.
calendar icon
Jul 12, 2022
Case Studies
Case study: increasing engine on wing time at Neos Air
Ivan Albini, CAMO Postholder at Neos Air and Ville Santaniemi, Senior Partner at QOCO Systems share the digital engine management system that keeps Neos’s aircraft flying for longer.
calendar icon
Jul 7, 2022
Blog
How to Attract More Women to Join the Aviation and Aerospace Industry
Many positions in the aviation industry, most notably the position of pilot, are heavily male-dominated. Figures from 2021 indicate that women account for a mere 9% of all pilots, with only 6% of non-student pilots being female. Data for other aviation-related professions yields similar statistics, with the position of flight attendant being the only place where women outnumber men.
calendar icon
Jun 27, 2022
Explore ALl Posts