Customer Success
The Journey to Excellence: Achieving a World-Class NPS
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%
60%
NPS in 2023
70.4%
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
HP
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."
AIA
Insurance Leader
Financial Services
"A remarkable solution showcasing impressive features, competitive edge, product certifications, and complimentary 24/5 customer service. DOD compliance is a notable benefit. Fulfills its commitments as a valuable option for reliable data erasure."
NA
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 certified software is simple to use and highly recommended."
WW
MSP Partner
ITAD Services
"As an MSP partner, we provide services to ITAD companies, financial and government institutions. Valid certification minimizes risks and ensures GDPR and ISO 27001 compliance. Tech and sales support is always efficient — a real partner we can count on."
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.
Frequently Asked Questions
What is a Net Promoter Score?
Net Promoter Score (NPS) is a metric developed by Bain and Company that measures customer satisfaction and loyalty. Customers rate their likelihood to recommend a brand on a 0-10 scale, and the score is calculated as the percentage of Promoters (9-10) minus Detractors (0-6).
How is NPS helpful?
NPS helps businesses understand customers' perception of their brand. It identifies gaps and opportunities to improve products and services, predict business growth, and build stronger customer relationships through continuous improvement.
How has D-Secure scored on the NPS scale?
D-Secure achieved an NPS of 70.4% in January 2025, up from 60% in 2023. This world-class score reflects our commitment to customer success through open communication, continuous innovation, and unmatched technical support.
Who are the "passives" according to NPS?
Passives are customers who rate a brand 7 or 8 on the NPS scale. While seemingly satisfied, they are not enthusiastic advocates and could potentially decrease the overall NPS. Converting passives into promoters is a key goal for customer-focused organizations.
Frequently Asked Questions
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