Using NPS to Improve the ITAD Customer Experience
Discover how D-Secure achieved a high Net Promoter Score of 70.4% — rated by customers on a scale of 0-10 — through continuous innovation and exceptional support.
The secret to building a successful business lies in consistently understanding and mapping the customer journey at every stage through an effective feedback mechanism. Regular feedback through surveys enables organizations to identify customer concerns, providing opportunities to improve, innovate, and establish long-term relationships.
Such surveys not only help businesses address customer needs but also reinforce trust in the brand's authenticity and commitment to excellence. This process becomes more organized when using measurable parameters on a discrete scale to evaluate how well a business meets customer expectations regarding products and services.
Understanding the Net Promoter Score
Bain and Company innovated a metric called the Net Promoter Score (NPS). It helps businesses understand customer satisfaction and loyalty levels toward their brand. The NPS is calculated based on ratings submitted through customer surveys, with questions designed to capture customer sentiment.
How NPS Works
Customers rate their inclination to recommend the brand to friends and colleagues on a scale from 0 (not at all likely) to 10 (extremely likely). The formula is simple: % Promoters – % Detractors, resulting in a score between -100 and +100.
9-10
Promoters
Enthusiastic customers who actively recommend the brand
7-8
Passives
Satisfied but not enthusiastic; potential to decrease NPS
0-6
Detractors
Unhappy customers who may share negative experiences
D-Secure Achieves NPS of 70.4%
Listen
NPS in 2023
Improve
NPS in January 2025
At D-Secure, we are always listening to our customers. We recognize their needs to fine-tune our solutions for data erasure and diagnostics. The company's approach is built on understanding the diverse data-wiping requirements of our clientele — whether serving large IT Asset Disposition (ITAD) companies, MSPs offering Erasure as a Service (EaaS), or organizations focusing on compliance and risk mitigation.
How We Achieved Customer Success
Open Communication
Establishing multiple communication channels enables meaningful interaction with customers as the first step toward loyal brand relationships. Customers can reach us via chat, message, or audio call for product inquiries, suggestions, or deployment issues. Our support team pre-schedules video conference calls for product demonstrations or issue resolution. For ITAD partners, premium support ensures no gap in service with tailored software solutions.
Continuous Innovation
Our R&D team constantly seeks opportunities to improve products, automate data-wiping workflows, and support newer devices like Apple Silicon Chip-based Macs (M3, M2, M1). Continuous product updates are released with customers informed proactively. This approach has won customer trust and transformed connections into long-term partnerships.
Unmatched Technical Support
D-Secure provides technical support without any extra charges, unlike other industry players. Customer issues are resolved with prompt responses regardless of complexity, with periodic progress updates throughout the resolution process.
What Our Customers Are Saying
Enterprise Client
Technology Sector
"The wiping capability with built-in system diagnostics has been very helpful. The software helped us wipe multiple drives flawlessly with verifiable reports and certificates — really helpful for audit and compliance needs."
Insurance Client
Financial Services
"A remarkable solution showcasing impressive features, competitive edge, product alignments, and complimentary 24/5 customer service. DOD compliance is a notable benefit. Fulfills its commitments as a valuable option for reliable data erasure."
Storage Solutions
Data Infrastructure
"Great experience with secure erasure of hard drives and SSDs. Technical and customer support team were very prompt in resolving queries, and the detailed product demo was superb. The enterprise-grade software is simple to use and highly recommended."
The Way Forward
By listening to customers, D-Secure stays focused on exceeding expectations through continuous enhancements in data erasure and diagnostics solutions and support. Our high NPS is the authentic badge of honor earned through steady actions and regular communication with customers — and we strive to go even higher.
Solutions for Strategy
Explore the full D-Secure data security suite
How Do Experts Handle This?
Standard Compliance
Meeting NIST 800-88 and GDPR standards with full audit trails.
Enterprise Ready
Scalable solutions for ITAD partners and large organizations.
Securing Data Everywhere
Trusted by global enterprises for zero-leakage data sanitization.
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