While BlackBerry has had a bit of a rough go competing against Apple and Android over the past few years, the sentiment surrounding the company has begun to change for the better if only ever so slightly. The road ahead is long, twisty and full of hills but at least BlackBerry is still on the road and one of sign of that sentiment change I referred to has come by way of a new report coming from Satmetrix wherein BlackBerry scored the largest overall Net Promoter Score increase for the year and earned 'most improved' among U.S. consumers.
The Satmetrix Net Promoter Benchmarks are based on survey responses from more than 30,000 U.S. consumers nationwide who rated their experience with the primary brands they use. The Net Promoter Score, or NPS, for each brand is based on customers' likelihood to recommend the company's product or service in the sector being rated.
NPS is calculated as the percentage of customers who are promoters, rating the company 9 or 10 on a 0-10 point scale, minus the percentage who are detractors, rating 6 or lower. Consumers also rated each brand on various aspects of customer experience, including product or service features, customer service and overall value, enabling Satmetrix to identify the key drivers of loyalty and recommendation.
Although BlackBerry still came in last out of the seven smartphone companies Satmetrix surveys, reaching an NPS score of 28, that's an increase of approximately 15 points from last year. As noted in the press release, 'BlackBerry received high grades from customers based on the improved quality of its viewing screen and appears to be on the rebound in the smartphone sector.' Slowly but surely.