We’re thrilled to announce an exceptional milestone: achieving a Net Promoter Score (NPS) of +88. This remarkable score highlights our commitment to delivering top-tier MTDR (Managed Threat Detection and Response) services that not only meet our clients’ needs but surpass their expectations.
An NPS of +88 isn’t just a number – it reflects a long-standing dedication to providing an outstanding customer experience across the entire lifecycle of our services, from initial consultation to ongoing support.
What is NPS and Why Does It Matter?
The Net Promoter Score is a widely used metric that measures customer loyalty and satisfaction. Ranging from -100 to +100, the score is based on one key question: “How likely are you to recommend our company to a friend or colleague?” Customers respond on a scale of 0-10, with responses categorised into three groups:
- Promoters (9-10): Loyal enthusiasts who would actively recommend the company.
- Passives (7-8): Generally satisfied but unenthusiastic customers.
- Detractors (0-6): Unhappy customers who may discourage others from using the service.
To calculate NPS, the percentage of detractors is subtracted from the percentage of promoters. In the IT sector, the industry average NPS is 40, which is considered a solid score in this competitive field. Achieving a score of +88 places e2e-assure well above industry standards, highlighting our client-centric approach and the trust we have built with our customers over the years.
The Journey to +88: A Customer-Centric Approach
Achieving an NPS of +88 is the result of years of dedication to our clients’ needs, focusing on building strong relationships and delivering consistent, high-quality service. Our clients know that they can rely on us for a tailored, proactive approach to cyber security – one that doesn’t end once a service is deployed but continues to adapt and evolve alongside their changing needs.
Our NPS score reflects the seamless experience that our clients encounter at every stage of their journey with us. From onboarding to ongoing support, we make sure to understand each client’s unique challenges and goals, adapting our services to align with their strategic objectives. This high level of personalisation, combined with technical excellence, has resulted in a level of customer loyalty that goes well beyond the industry norm.
This achievement is also a testament to Rob Demain’s vision and leadership. Rob founded e2e-assure over a decade ago, with a mission to make modern MTDR accessible, effective, and built on trust. He remains actively involved in our day-to-day operations, guiding our team and personally working with clients to understand and anticipate their evolving security needs.
A Word from Our Leadership Team
Reflecting on this achievement, Tim Anderson, Chief Commercial Officer at e2e-assure, shared his perspective on what the score means from a business standpoint:
“Our NPS score of +88 is a testament to the deep trust our clients place in us. It shows that our approach, which combines technical expertise with exceptional customer care, resonates deeply with our clients and drives measurable value for their organisations. This score is an indicator of our commitment to commercial excellence, as it reflects the confidence our clients have in us to protect their business and data on a daily basis.”
From a technical standpoint, Rob Demain, CEO and Founder of e2e-assure, highlighted the role of our team’s cyber security expertise and commitment to continuous improvement:
“At e2e-assure, we operate with an ‘assume breach’ mentality, constantly honing our approach to defence and resilience. Achieving an NPS of +88 confirms that our dedication to proactive security, responsiveness, and client-specific solutions makes a real difference. Cyber security is complex, but we’re here as a team of industry experts to make it manageable and trustworthy for our clients.”
Aiming Higher: Building on Our Success
While we’re incredibly proud of our +88 NPS score, we’re not stopping here. We believe in continuous improvement, and we’ll keep innovating as we head into 2025 to ensure that our clients receive the best possible cyber security services. We are committed to maintaining this high level of customer satisfaction and pushing the boundaries of what clients can expect from a cyber security provider.
Thank you to our clients for their trust and partnership in this journey. We look forward to continuing to work with you, protect your businesses, and help you stay resilient in the face of advancing cyber security challenges.
Join Us in Protecting What Matters
If you’re looking for a MTDR/SOC partner that puts your needs first and is committed to exceeding expectations, let’s start a conversation. We’re here to provide the support, expertise, and assurance that make us an industry leader – and our shiny new +88 NPS score shows it!
