Customer Satisfaction Report
Data-Driven Excellence at Westpark Communications
At Westpark Communications, complacency isn’t an option. We’re committed to continuous improvement. Through customer surveys, we gather feedback to pinpoint strengths, identify weaknesses, and implement data-driven strategies to elevate our service excellence further. This net satisfaction report is a reflection of our steadfast commitment to our clients.
What Is A Net Satisfaction Report?
A Net Satisfaction Report is a detailed account of our Net Promoter Score and how it compares globally. It contains our key statistics and a comprehensive breakdown of our client survey results. You can hear about our performance straight from our clients and learn more about our areas for improvement and our plans of action to address them.
What Is a Net Promoter Score and Why Does It Matter?
A Net Promoter Score (NPS) gauges customer loyalty by asking how likely they are to recommend a company on a 0-10 scale. NPS helps call centers quantify and understand customer satisfaction as well as pinpoints service strengths and weaknesses which can guide improvements. A higher NPS indicates strong customer relationships, leading to better retention, positive word-of-mouth, and business growth.
NPS on a Global Scale
The current NPS average is +32. This stems from comprehensive benchmark data collected from over 150,000 organizations.
- Lower Quartile (Bottom 24%)
- Companies with an NPS of 0 or lower fall into this category. This indicates room for improvement in customer loyalty and advocacy.
- Median NPS
- An NPS of +44 is the midpoint of benchmark scores. Half of most organizations score above, with the others scoring below this mark. An NPS of this number shows a balanced perspective of customer satisfaction and loyalty.
- Upper Quartile (Top 25%)
- Companies with an NPS of +72 or higher are considered to be top-performing organizations. They often excel in customer loyalty and advocacy.
Our NPS Methodology, Improved
Our client satisfaction survey, which consists of seven questions, yielded a Net Promoter Score (NPS) of 36. This score is obtained by evaluating the overall satisfaction and likelihood of recommending Westpark Communications. This year (2025), we widened the scope of our survey to include more detailed information on a granular range that brought our initial NPS seemingly down, when in fact it was just more accurately dispersed, as opposed to being lumped together in one large sum. Regarding the telecommunications industry, we are 16% above average (the average is 31).
In our previous rating system, we used a score range of one (1) to five (5), with 1-2 corresponding to a detractor, 3 corresponding to a passive response, and 4-5 representing a promoter. This year, we expanded our survey score range to be from zero (0) to ten (10), with 0-6 corresponding to a detractor, 7-8 corresponding to a passive response, and 9-10 representing a promoter.
Our NPS Statistics
Our NPS score for 2025 is a 36, which indicates a strong customer base with a significant number of promoters advocating for our services. However, there were a few detractors that have expressed some valuable insights for improvement:
- Promoters (9-10 ratings): 12 respondents (54.5%)
- Passives (7-8 ratings): 6 respondents (27.3%)
- Detractors (0-6 ratings): 4 respondents (18.2%)
A score above thirty (30) is considered good, and we have a solid foundation to build upon. By addressing the concerns mentioned by our detractors, we can push this score to be higher.
- Satisfaction: 59% of our respondents are very satisfied and 18% are satisfied. Only one respondent expressed dissatisfaction.
- Meets Needs: 82% of respondents had their needs met very or extremely well. Only 9% expressed their needs were not met as well as they could have been.
- Value: 68% of respondents rate our service as excellent or above average. Only 9% rated our service as below average.
- Responsiveness: 77% of respondents believe we are very responsive or go above & beyond. There were no reports of unresolved issues in the past year.
Transparency in Survey Reporting
With our new NPS Survey design, we were able to ascertain more qualitative feedback from detractor respondents. The main areas of improvement were reported as occasional inconsistencies with data collection, longer than average wait times, and a few invoice notification errors. Since the time of the survey, efforts have begun to increase the reliability of agent training, and more agents have been onboarded to assist with lowering wait times.
What Our Clients Say About Westpark Communication
As part of our Client Success Department’s 2025 goals to increase our Google Reviews amount by 100 reviews, we encouraged clients to share their feedback on our services by leaving a Google review with their thoughts!
By March 2025, we have achieved over 75 5-star reviews! Common customer sentiments are compliments for our fast, reliable service, especially during critical times. There’s also a lot of positive feedback for our Client Success team with their abilities to meet clients’ needs.
Here are some of our 5-star reviewers’ thoughts:
The Go-To Call Center
“Working with Westpark has been wonderful. They pay close attention to the details that their clients need and have a wonderful staff!
They are the go-to inbound and outbound call center that will not disappoint you and will take away the headaches of having to answer your phone. They will make sure your clients and prospects are taken care of!”
– K.D.
Great Customer Service
“Westpark is our company after hours call service and do a great job for us. The main thing I would like to point out is the reactiveness of our needs. Any time we communicate with them, whether email or on the phone, they always respond in the most professional and expedited way!
I would like to also give a shout out to the two ladies I see we communicate the most, Alma Suarez and Amy Johnson! Please continue giving great customer service in such an important extension of our business!”
– W.F.
A Game-Changer
“I’ve been extremely impressed with Westpark Communications. Their phone answering service has been a game changer for our business, ensuring that every call is answered prompt and professionally.
The team consistently handles inquires with genuine care, making each caller feel important. Special shout-out to Alma – her friendly and attentive manner truly stands out, and she goes above and beyond to create a welcoming experience for every customer.
If you’re looking for reliable, top-notch service that elevates your business communication, I can’t recommend Westpark Communications enough.”
– C.T.
Complete Peace of Mind
“I have been with Westpark for more years than I can remember.
Alma Suarez and her team are fantastic. From getting set up to continuous customer service she and her team are on top of their game. When I need to get a hold of her she is there.
When we were shut down due to weather all we did was reach out to Alma and her to let them know when we would be open again. That is a huge piece of mind for me. I do not have to worry about my office calls not being answered.
Give Westpark and Alma a chance. You won’t be disappointed.”
– I.B.
Outstanding Partner for Longevity
“Thalia Verastique is one of my favorite success advocates at Westpark. I highly recommend them for your answering services. I’ve had the pleasure of working with them for over 20 years.”
– M.A.
The Best-Kept Secret
“When I first contacted Westpark, I was greeted warmly, then quickly routed to the right person. They’re truly the best-kept secret in the BPO industry.
They are open to any ideas you have, whether it’s improving customer service or increasing revenue. I would highly recommend them to anyone in the ecommerce industry.”
– S.S.
Help is Easy
“Working with Westpark Communications is easy, we call or email anything coming up and receive an email right away! We can’t describe all the help we receive daily.”
– G.R.
Dedicated to Providing Service
“…We love Westpark. You are very receptive, and if there is ever an issue, you work until the problem is solved and everyone is happy.”
– Anon
Data-Driven Improvements
Since the results of this year’s Customer Satisfaction Survey have come back, we have been able to gather more details than before and have begun the process of implementing the necessary changes to improve.
Current Concerns
Longer Hold Times
“We had issues over the past year with our customers and our personnel being put on hold for long periods of time.”
Billing
“The outstanding invoices are sent each Sunday, and it becomes an annoyance. Our State is responsible for sending checks, and our institution has no control over that. It takes the State a while to send the checks, and again, we have no control over their timing.”
Occasional Inaccuracies
“Inconsistency in information collected between the agents. Sometimes the company or the request is not entered so our call log is not complete.”
How We're Improving
Onboarding More Agents
We are onboarding more agents to accommodate for the increased call volume during peak times.
Billing Changes
We are conducting a thorough review of our current billing practices and revising billing statements to enhance transparency and clarity for our clients. We’re also in the process of preparing a new billing cycle to better accommodate all of our clients.
Enhancing Agent Training
We’re taking measures to enhance agent training to include updated, more thorough account overviews and practice. The Quality Assurance team has began implementing new features as well to assist with capturing information accurately and more reliably.
Why Work With Westpark Communications?
The overwhelmingly positive feedback reflects our commitment to providing high-quality services and meeting customer expectations. While we celebrate our successes, we acknowledge our need for improvement. We are proactively working towards enhancing our services further to better serve our clients.