NormCyber’s
NPS Score
We go beyond the expected to
deliver exceptional service.
Through clear communication, full transparency, and a strong sense of accountability, we earn your trust and become a true partner in your security journey.
Last updated: 28th May 2025
How we measure customer satisfaction
At Norm, we don’t rely on assumptions – we listen. That means going beyond basic surveys to understand exactly how our clients experience our services.
NormCyber’s NPS Score reflects this commitment. It’s part of our award-winning, customer-centric approach, where real feedback leads to real action.
What is an NPS Score?
Net Promoter Score (NPS) is a widely adopted way to track customer satisfaction and loyalty. It’s based on a single, important question:
“On a scale of 0 to 10, how likely are you to recommend NormCyber to a friend or colleague?”
Responses are categorised as:
- Promoters (9–10): Enthusiastic supporters who are likely to refer us
- Passives (7–8): Satisfied, but not actively promoting
- Detractors (0–6): Unhappy customers who could damage reputation
NormCyber’s NPS Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. This gives us a clear view of how we’re performing—but at Norm, it’s just the starting point.
How we gather NormCyber’s NPS Score
Conversations over clicks
We collect NormCyber’s NPS Score through personal conversations – not automated surveys.
- Conducted over video calls, with in-person interviews where possible
- Open dialogue that encourages honesty and uncovers valuable insights
- Scores recorded along with commentary to understand not just the what, but the why
Timely and targeted feedback
To keep NormCyber’s NPS Score current and actionable, we follow a clear process:
- Feedback begins after 6–8 months of working together
- Interviews are conducted every 6 months to stay in tune with client needs
- We do not store any NPS scores longer than 12 months
This ensures our data reflects the real-time experience of our clients—not outdated impressions.
Why NormCyber’s NPS Score is more than just a number
While the 0–10 score provides a benchmark, it’s the commentary that drives change.
Each piece of feedback collected as part of NormCyber’s NPS Score is logged, reviewed, and used to make meaningful improvements, such as:
- Improve how our services are delivered
- Inform product and feature enhancements
- Strengthen onboarding and support experiences
- Identify trends across our customer base
Trusted. Tested. Award-Winning.
In 2025, our commitment to listening to clients and acting on feedback earned us the Outstanding Customer Service Award at the Cyber OSPAs.
NormCyber’s NPS Score is just one way we demonstrate this in practice—day in, day out.
View more of our Awards and AccreditationsExperience and success you can trust.
The proof is in the numbers.
90%
Customer renewal rate
A testament to our clients’ trust and satisfaction
80.85
Net Promoter Score
Far surpassing the technology industry average of +35 – find out more
“We wanted to create a real momentum around our new data privacy programme. A foundational piece to this was ensuring that everyone knew who Norm’s experts were and how to seek their advice, whether they are a new-starter or senior leaders. This was then a catalyst for continuous learning. Norm gave our leadership vital training into spotting these tactics, and delivered other relevant, bite-sized training to other teams, too – instilling confidence at every level of the organisation.”
Alice Facey
Chief of Staff | 111SKIN
“Norm has given us clarity in where we are with our data protection and information security health, and where we need to be as we reach new levels of growth. Robert and his team are extremely knowledgeable and happy to work around our needs in a mindful and pragmatic manner, which makes them feel truly part of our team.”
Melissa Strange
Chief Financial Offer | Brainomix
“The Norm team has been great from day one. They listen to what we want and adapt their services to meet our needs – it is a very collaborative relationship. Our experience has been so positive that Norm has now become the preferred cyber security provider for all Sun Capital portfolio companies, which is testament to the excellent service it consistently delivers.”
Head of Group IT Security & Compliance
Flamingo Group International
“When we began working with NormCyber, we thought the biggest challenge we had to solve was gaining full visibility into our dispersed IT infrastructure and potential threats facing our business. Onboarding Norm was like shining a torch into a dark corner. Now that we know what our risk exposure looks like, we realise that the biggest challenge – across our entire industry – is, in fact, taking positive action. This is where Norm is a game-changer for us.”
Leigh Wilcox
Finance Director | Stelrad Group
