Every month but July, we reach out to 1/11 of our customer contacts, asking for their feedback on the relational NPS survey. This way, we get to ask every contact approximately once a year. If the customer has business relations with more than one Visma company, the contact may be approached twice during a 12 months period.
As a follow up question we also ask for suggestions in terms of what we should improve to become a better vendor.
Visma measure and report rNPS based on a rolling 12 months calculation.
Per September 2015 rNPS was 17,1 for the Visma Group.