SingleHop Case Study

Welcome to part 2 of the SingleHop case study. In 2015, SingleHop began to turn their focus to their new customer service philosophy: ServiceFirst. This company philosophy was created to merge their service-level standards with a consultative, empathetic approach to client support and managed infrastructure services. This approach starts at every level of the customer experience, from onboarding to customer support, which have both been streamlined as a result of the program. It is built on a four-pillar foundation:

• Operational transparency

• Never-outsourced support

• 24/7/365 service

• Industry-leading SLA

By coupling their Net Promoter System with this initiative, SingleHop has experienced a rise in both Net Promoter Score® and retention. In 2016 alone, using the CustomerGauge platform and the ServiceFirst program, SingleHop boasted an average Net Promoter Score growth of 42% year over year (for Q3), reaching a Net Promoter Score of 75 in February 2017. SingleHop has also seen a sharp reduction in churn. Within the last two years alone, they’ve seen a 50% bump in retention.