Understanding Net Promoter Score and Why It Matters at Achilleus

How do you measure customer loyalty in a way that drives real growth? At Achilleus, we believe it starts with listening to our clients and delivering exceptional service every time. That’s where Net Promoter Score (NPS) comes in – a powerful metric that helps us gauge how likely our customers are to recommend us to others. In this article, we’ll break down what NPS is, how Achilleus uses it to fuel our mission, and, most importantly, share the voices of our happiest “Promoters”. What Is Net Promoter Score (NPS)? 

Net Promoter Score is a straightforward way to measure customer loyalty. It’s based on one simple question: “On a scale of 0-10, how likely are you to recommend our company to a friend or colleague?” From there, responses are grouped into three categories: 

• Promoters (9-10): Loyal advocates who love what we do and spread the word. 

• Passives (7-8): Satisfied customers who aren’t quite raving fans yet. 

• Detractors (0-6): Unhappy clients who might share negative feedback. 

To calculate NPS, we subtract the percentage of Detractors from the percentage of Promoters. The result? A clear snapshot of customer sentiment which helps us focus on what matters most: turning satisfaction into advocacy. For Achilleus, NPS isn’t just a number – it’s a predictor of trust, retention, and long-term success. 

Consider this: the average NPS for cyber security ranges between ~40, with exceptional companies exceeding 60. Achilleus on the other hand, was able to achieve an NPS score of 90 for the 2024 calendar year. Passing the competition by a mile. Maintaining good relationships and delivering with excellence is our top priority—one we won’t compromise on. 

How Achilleus Leverages NPS 

At Achilleus, our mission is to deliver top-tier cybersecurity solutions like penetration testing and audits with clarity, expertise, and a client-first mindset. NPS helps us stay accountable toward that goal. By listening to feedback, we refine our processes, address pain points, and celebrate what’s working. Our Promoters, those who score us a 9 or 10, are especially vital.  Their stories inspire us every day. 

Voices of Our Promoters – Customer Testimonials 

We’re proud to work with clients who value our thoroughness, responsiveness, and dedication. Here’s what some of our Promoters – customers who’ve given us a 9 or 10 – have to say about their experience with Achilleus: 

• “I've never worked with a company that managed to handle such a complicated audit/test in such a simple and graceful manner. Truly the best at delivering high quality results with expertise that can be broken down to multiple levels across the organization. 10/10.” – Fortress Information Security 

This glowing review from Fortress Information Security highlights how Achilleus simplifies complex tasks and delivers them without sacrificing quality. 

• “Working with the Achilleus team is always a pleasure. All members of the team are always maintaining communications throughout the process, explain all findings and remediation suggestions thoroughly, and always provide a comfortable atmosphere for asking questions. Overall, I have nothing but good things to say about Achilleus.” – Fortress Information Security 

Another Promoter from Fortress praised our professionalism and the ease of collaboration. Proof that our team shines at every step. 

• “Achilleus caught some issues that I looked for and needed help finding. The debriefing provided helped me understand the issues and retest internally to see if the fix actually fixed issue.” 

For this client, our detailed debriefing turned a pentest into a crucial learning opportunity and empowered them to take control of their security. 

• “I appreciate the business model, the Achilleus Portal, and most importantly, the efficient expertise of the Achilleus team. Thank you for the excellent experience.” 

 This Promoter loved the seamless experience, from our user-friendly portal to expertise that brings our clients immediate value. 

• “The Achilleus team has shown up for us time and time again. Whether it be something planned out or emergent, Achilleus has stepped up to the plate consistently. Plus, you all are just generally great people who are pleasant to work with.” 

Reliability built into all our relationships. That’s the Achilleus difference, according to this loyal customer. 

Why Promoters Matter to Achilleus 

Our Promoters aren’t just satisfied – they’re advocates who trust us to safeguard their businesses and share their positive experiences with others. Every 9 or 10 reflects a relationship built on clear communication, expert solutions, and genuine care. For Achilleus, these scores fuel our drive to keep raising the bar in cybersecurity services. They’re the foundation of a community we’re proud to serve and grow with. 

At Achilleus, we pride ourselves on our company culture that allows us to achieve such high scores, astronomically exceeding the industry average reviews. Our team of experts use cutting-edge technology and industry best practices. We utilize the “Achilleus Pentest Protocol” — a rigorous evaluation process assessing technical skills, problem-solving, teamwork, and communication. This requirement of expertise drives our innovation and efficiency, letting us pass the competition with ease by setting our own standards high. We’re committed to advancing cybersecurity by providing talented individuals with rewarding career opportunities that foster growth, challenge us to enhance our skills, and demonstrate our dedication.  All this accumulates to our ability to put our reputation on the line and provide a 100% money back guarantee if our customer is at all unsatisfied with our work.  

Conclusion 

Net Promoter Score gives us a window into what our customers truly think, and at Achilleus, we’re thrilled to see so many 9s and 10s. From thorough pentests to

audits, our team is dedicated to delivering results that matter. Ready to experience Achilleus for yourself? We’d love to hear your feedback – reach out today and let us know how we can support your cybersecurity needs. Together, we’re building a safer, stronger future – one happy customer at a time.