Wave 9 Achieves Outstanding NPS Score of 90 in Spring 2025 Survey
We’re delighted to share some fantastic news with our customers, partners, and the wider education community—Wave 9 has achieved an exceptional Net Promoter Score (NPS) of 90 in our Spring Term 2025 customer survey.
This result comes from feedback provided by schools and Trusts we’ve had projects with, and supported over the past 90 days and represents a huge vote of confidence in our approach to delivering reliable, responsive, and education-focused managed services.
What Is NPS, and Why Does It Matter?
The Net Promoter Score (NPS) is a globally recognised metric used to measure customer satisfaction and loyalty. Customers are asked a simple question:
“How likely are you to recommend our services to a friend or colleague?”
Responses are given on a scale from 0 to 10 and grouped as follows:
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Promoters (9–10): Loyal enthusiasts who will keep buying and refer others.
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Passives (7–8): Satisfied but unenthusiastic customers.
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Detractors (0–6): Unhappy customers who may hinder growth through negative feedback.
Your overall score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Scores range from -100 to +100, and anything above 50 is considered excellent.
Putting Our Score in Context
In the UK’s managed service provider (MSP) landscape—particularly those serving the education sector—NPS scores typically range from 30 to 60, with some high-performing providers reaching the 70s. Scores above 80 are rare and regarded as world-class.
Achieving a score of 90 places Wave 9 firmly in the top tier of MSPs—not just in education, but across the broader IT services industry. It reflects an unwavering commitment to personalised support, technical excellence, and long-term partnerships with schools and Trusts.
A Message from Our Operations Director
Andy McFarlane, Wave 9’s Operations Director, commented:
“Good news, we have sent out our Spring Term NPS Survey to customers who we have had contact with in the last 90 days to rate current Customer Satisfaction and it’s come back with another absolutely incredible score of 90, which is testament to everyone’s really hard work. It absolutely reflects who we are, what we stand for and what we are trying to achieve.”
Thank You to Our Customers
We’re incredibly grateful to all the schools and education organisations who took the time to respond to our survey. Your feedback not only helps us validate what we’re doing well but also sharpens our focus on areas for continuous improvement.
At Wave 9, we remain committed to delivering dependable, responsive, and education-centric managed services—whether it’s secure connectivity, web filtering, firewall protection, or VoIP solutions. This result is a reflection of our shared success with you.
Interested in working with a top-rated provider trusted by UK schools and MATs?
Get in touch with us to learn more about how we can support your objectives.