In the most recent NPS survey, customers gave ReturnSafe a World-Class Ranking!
What is an NPS?
NPS is an acronym for Net Promoter Score, which measures customer loyalty towards a company.
How do you measure a NPS?
Success teams must first send out a survey to their customers with one question “How likely is it that you would recommend [company name] to a friend or colleague”. Respondents are asked to provide a rating between 1 and 10. 10 means they are very likely to recommend the company.
Dividing Customers into 3 Categories
Once the customers have responded to the survey they are then split up into 3 groups based on their responses: Promoters, Passives, and Detractors.
Promoters are the folks who answer with a score of 9 or 10 to the survey. Passives are folks who respond with a score of 7 or 8. Finally, Detractors are folks who responded with scores ranging from 0-6.
Calculating the NPS
The score is calculated by subtracting the percentage of Detractors from the percentage of Promoters.
The scores can range from -100 to +100. The customer experience is better if the score moves toward +100. Below is a graphic that illustrates what scores mean within the range.
ReturnSafe’s Score and Explanation
According to Beamer, a leading user engagement platform provider, the average NPS score in the SaaS industry as a whole is 31 and a score of 50 for a SaaS company is considered quite good.
ReturnSafe scored an 86 in the most recent NPS survey. This puts ReturnSafe customer loyalty in the world-class category.
How was the score calculated?
The Customer Success team recently conducted an NPS survey of customers for the second quarter. The NPS survey is sent out to customers a few months after onboarding and then on an annual basis.
The team is overjoyed to hear that customers are having a world-class experience when using ReturnSafe. As variants arise and guidelines change, the entire team is dedicated to helping customers and their employees, students, and event attendees stay safe.
Check out our blog posts below to learn about our customers’ COVID-19 journeys and to get the latest health and safety updates. Scroll down to watch our latest webinar on best practices for reopening sports and entertainment venues and preview our new product features.
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Watch Now: NCS4 Webinar
Sports and Entertainment venues want to deliver a safe and enjoyable experience for fans. Watch the National Center for Spectator Sports Safety and Security (NCS4) webinar featuring our team and ParkHub to find out how organizations like the Spurs are utilizing technology to confidently reopen. Watch Now
Are you looking for screening, contact tracing, testing, case management, and vaccine management tools for your organization? Book a demo to learn more about our solution!
Spurs Sports & Entertainment today announced a new partnership with ReturnSafe, a mission-driven BioSecurity company focused on workplace health safety, to help safely bring employees back to the corporate offices at the AT&T Center.
“We chose ReturnSafe because they provide a single solution to quickly respond to potential risks when speed is critical to keeping our employees, fans, and guests safe,” said Casey Heverling, Vice President and General Manager of the AT&T Center. “With more than one million employees, fans, event attendees, and staff coming through our venues every year, their health and safety has always been our top priority and is more imperative now than ever before. We are excited to be able to reopen our corporate offices and offer our staff the confidence to return to the workplace that a solution like ReturnSafe provides, and eventually bring our fans back to the sporting events and concerts they love.”
The ReturnSafe BioSecurity Platform offers organizations an end-to-end solution that slows the spread of infectious diseases by implementing critical daily screening with a symptoms diary and recommendations governed by HR policies; testing data management for quick notification of a positive test; and Bluetooth contact-tracing via smartphone and hardware wearables at the workplace including a built-in social distancing alarm.
“ReturnSafe is a purpose-built solution that is focused on reducing an organization’s risk and liability by offering a way to help screen, trace and track infectious diseases like COVID-19 in the workplace including event venues,” said Tarun Nimmagadda, Founder and CEO of ReturnSafe. “We recognize the cost to businesses not being able to operate at full or even partial capacity can be devastating and we want to help customers like the Spurs bring back their employees to a safe work environment by working directly with our partners to design a solution that works for all of their needs.”
Spurs Sports & Entertainment has begun to roll out the ReturnSafe BioSecurity Platform to corporate employees and will introduce event health screening and contact tracing with event staff by the end of 2020 (read case study). ReturnSafe supports businesses in various industries including health and senior care organizations, educational institutions, event venues, non-profits, hospitality, manufacturing, law, real estate, financial services, and more, throughout the United States including Hawaii, Canada, and the United Kingdom.
About Spurs Sports & Entertainment Spurs Sports & Entertainment is the premier provider of sports and entertainment in South Texas. SS&E owns and operates the San Antonio Spurs (NBA), Austin Spurs (NBA G League), San Antonio FC (USL) and also manages the day-to-day operations of the AT&T Center and Toyota Field. For more information, visit the Spurs.
ReturnSafe is a mission-driven BioSecurity company focused on workplace health safety enabling businesses, healthcare organizations, educational institutions, and others to prevent and rapidly respond to biological threats, keeping their communities safe and their doors open. ReturnSafe’s BioSecurity Platform is a human-centric solution that focuses on slowing the spread of infectious diseases by implementing critical daily screening, exposure notification, and contact tracing case management. For more information schedule a meeting and for broadcast broll, please download here.
Schools were in some ways fortunate that the COVID-19 pandemic hit the United States fairly close to the end of the school year giving them the summer to figure out how to bring students back in the Fall. Faced with many different requirements from their cities, counties, states and from the federal government, educators and administrators recognized the complexity of the situation they were in. And now with the school year imminent, it is clear that technology and automated processes are needed to alleviate some of the strain the necessary symptom screening and contact tracing would put on school staff. Strake Jesuit College Preparatory, in Houston, TX chose ReturnSafe to assist in their mission of making it safer and easier for their students, faculty and staff to return to school this semester.
We recently spoke with John Fahy, Assistant Principal for Student Affairs at Strake Jesuit College Preparatory on why his team chose ReturnSafe as their technology partner to automate their return to school process and to make their campus safe for in-person learning once again.
The Need for a Digital Solution for Managing the COVID-19 Threat
Strake Jesuit College Preparatory recently re-opened for the Fall semester, remotely. However, everyone is eager to get back to campus as soon as they can. “We know that our on-campus experience is what makes us such an attractive choice for our students and families, which is what created this urgency around finding a technological solution for the current situation. Our community wants to get back on campus,” said Fahy. “We want to reopen carefully, with the most innovative tools available to us.”
Why Schools Need Contact Tracing
Typically, Strake Jesuit has over 1,300 students and about 200 faculty and staff on campus. An academic community is a complex beast to deal with during a pandemic, as what is an isolated community while on campus, represents a large cross section of people once they leave. Strake’s student community interacts with siblings who attend other schools, parents who are essential workers, family members of staff who are essential workers, and so on, so tracking the movements of this community throughout the school day was going to be crucial to stopping an outbreak. “Without an automated solution this would be quite challenging for our staff,” said Fahy. “And of course, what’s compounding this is that the classroom experience involves spending considerable amounts of time in one place amongst other people.” Contact tracing on a campus is critical due to these two key factors.
Why Strake Jesuit Chose ReturnSafe
“We feel a personal commitment to making our school safer so that we can return to our campus and ReturnSafe is helping us open sooner and more safely for our students.”
John Fahy, Assistant Principal for Student Affairs at Strake Jesuit College Preparatory
John and his team created a COVID-19 committee, which consisted of faculty, staff and parents. Their discussions began around how to implement the many guidelines they were provided by federal, state and local officials so that they could reopen for the new school year. And when they arrived at the concept of automated contact tracing they looped in their IT team as well. Strake uses bluetooth tags integrated with ReturnSafe’s platform to keep track of exposures and help administrators prevent outbreaks.
Return to School Process
Strake Jesuit is hoping to return to campus in a few weeks and they know that their re-entry is going to begin with a hybrid model where a portion of students will be onsite and the remainder will be at home. However, the team has already begun symptom screening and manually contact tracing for the faculty and staff that are on campus already. But there was always a concern that they would not be able to continue this methodical approach when they needed to scale up to their full student population. But they are now confident that they will be able to maintain the same level of safety standards, even with everyone on campus, thanks to ReturnSafe. “Having ReturnSafe on our side, the scale-up process looks a lot more manageable for us and we think we will be able to open sooner and safer,” said Fahy.
Getting Started with ReturnSafe
“Our onboarding process has been so smooth with ReturnSafe. Our questions have always been answered quickly and the team has been more than happy to jump on calls with us to support us throughout the onboarding experience and now through the rollout,” said Fahy. The ReturnSafe team knows that these are challenging times for our customers, no matter the industry, but particularly so in education. It is important to us that each and every customer gets the guidance and assistance that they need.
As educators and community leaders, the team at Strake Jesuit are committed to making their school safe for their students, faculty and staff and they are all motivated by the desire to return to in-person classes and activities once again. With ReturnSafe’s daily symptom tracking and contact tracing tools we are helping them to do just that. For more information on how our solution can help your school do the same, book a demo with our team today.
Employee daily screening and contact tracing technology key to reopening.
We recently spoke with our customer, Malvin Ortiz-Aponte, the Director of Human Resources at The Betsy Hotel to discuss the role of ReturnSafe contact tracing and screening in maintaining workplace safety and business continuity in the face of COVID-19 mandates.
“I really like the ease of use of the app for our employees, and HR can quickly see across our organization to monitor exposures and hot spots for rapid incident response. Without the automation for screening and contact tracing, we would have to test everyone if someone became positive and risk having to shut down to abide by the Miami Beach Reopening Orders and Emergency Measures.”
Miami Beach Mandates
Miami Beach has specific Reopening Orders and Emergency Measures for restaurants and hotels to open for business. You are allowed to open if you implement employee symptom screening, observe social distancing, wear masks, and have every employee and vendor tested monthly. If someone tests positive, an employee or a vendor, you have to shut down the affected area, or the entire operation, depending upon the location of the exposure and the general vicinity where that person works. In order to reopen, you would need to do a thorough cleaning and then you have the option to remain closed for 10 days or incur the discomfort and expense of testing everybody again.
We wanted a solution that would help us keep our community safe and maintain continuous operation without having to test everyone all the time. We evaluated the options and decided that we needed a software solution for employee screening and contact tracing for rapid response and containment.
Once we decided that we needed daily screening and contact tracing software, I began a Google search to look around at alternatives. I looked at a solution from the local hotel association, but it was too expensive. I continued my search via Google and found ReturnSafe.
Why we chose ReturnSafe screening and contact tracing
The ReturnSafe team was very responsive; I requested a meeting and was able to schedule it immediately. I really liked the ease of use of the app. Employees can check-in and perform their daily symptom survey before reporting to work. Vendors can check in at Security prior to entering the facility. We can set the policies and recommendations to come to work or stay home based upon local, state and federal guidelines. The entire screening process takes about 5 seconds per day for our employees.
It has social distancing and the tracking automation that will allow us to comply with the Miami Beach Mandate. Without it we would have to continue to rely upon employee adherence by good faith. ReturnSafe allows HR to monitor which employees are completing the screening (and who is not), who is coming in or staying home. It will allow us to quickly gain insights across our organization and monitor hot spots and exposures for rapid incident response. And, with ReturnSafe being ADPmarketplace solution partner, the decision was an easy one.
I really like the background of the company, it started from a nonprofit and is now a Public Benefit B Corp. They started the company not for profit but to help people. That was very attractive to me. But, to be honest, I liked that we could get digital screening, contact tracing and testing all from one organization, and the pricing was also a big motivator for buying ReturnSafe.
Screening Process without ReturnSafe
Without ReturnSafe, employees have to check-in at the security office and get their temperature taken and answer a few health screening questions and are then told to stay at work or return home. For managers to know who is coming to work and who isn’t, they had to go down to the security office or call them to get the information.
With the app, employees can do the health screening from home and receive their work status recommendation immediately and managers can see the status of their team from their desks. With the automation, we don’t have to staff a person at the security desk, we free up managers’ time and employees know their status prior to commuting to work.
Without these precautionary steps and without the automated contact tracing we would have to test everyone if someone became positive or risk having to shut down to abide by Miami Beach Mandates for Operation.