Many companies claim that they have the “best service in the business,” but few have a way of measuring how happy their customers really are. With this in mind, Capital Business Systems uses the Net Promoter Score system (NPS) to capture feedback after every service call. This system asks a simple question: “On a scale of 1-10, how likely are you to recommend us to a friend or colleague?” The NPS score is determined by subtracting the percentage of customers who answer 0-6 (detractors) from the percentage of customers who answer 9 or 10 (promoters).

The average North American company has a NPS of 10%. Some well-loved companies score around 70-80%. Capital Business Systems is proud to announce that our most recent NPS score was 92.86%!

The Net Promoter Score is a straightforward loyalty metric that holds companies and employees accountable for how they treat customers. It is a discipline for using customer feedback to fuel profitable growth. Capital Business Systems will continue using the NPS system to further improve customer relationships.

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