{"id":172678,"date":"2026-06-27T06:00:00","date_gmt":"2026-06-27T06:00:00","guid":{"rendered":"https:\/\/www.phorest.com\/?p=172678"},"modified":"2026-06-27T06:00:04","modified_gmt":"2026-06-27T06:00:04","slug":"how-phorest-achieved-a-world-class-nps-of-69-inside-a-customer-experience-transformation","status":"publish","type":"post","link":"https:\/\/www.phorest.com\/gb\/blog\/how-phorest-achieved-a-world-class-nps-of-69-inside-a-customer-experience-transformation\/","title":{"rendered":"How Phorest Achieved a World-Class NPS of 69: Inside a Customer Experience Transformation"},"content":{"rendered":"\n<p>Phorest\u2019s average global Net Promoter Score (NPS) climbed from 47 in 2023 to a peak of 69 in May 2026 \u2013 a world-class result for B2B software. The gain came from a deliberate, company-wide client experience programme, not a single fix. Here\u2019s exactly what changed.<\/p>\n\n\n\n<p><strong>Key Takeaways:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>NPS rose from 47 (2023) to a peak of 69 (May 2026).<\/li>\n\n\n\n<li>Median first reply time fell 81% year on year, to 21 minutes.<\/li>\n\n\n\n<li>Phorest recorded 99.999% uptime in 2025 \u2013 its best in 22 years.<\/li>\n\n\n\n<li>Customer satisfaction (SgH) average 96.91% in 2026, peaking at 98% in April.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">What is Phorest?<\/h2>\n\n\n\n<p>Phorest is a salon, spa, clinic, and barbershop management software founded by CEO Ronan Perceval in Dublin, in 2004. A <a href=\"https:\/\/www.deloitte.com\/ie\/en\/Industries\/tmt\/technology-fast-50-awards.html\">Deloitte Fast 50<\/a> company, it serves more than 12,000 premium hair, beauty, and aesthetic businesses across Ireland, the UK, the US, Australia, Canada, DACH, Finland, and the UAE.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How did Phorest raise its NPS to 69?<\/h2>\n\n\n\n<p>The turnaround was anchored by the \u201cHappy Salon\u201d strategic pillar: a company-wide commitment to improve every touchpoint for salon owners, their teams, and their guests. Rather than one initiative, it was a structural approach embedded across product development, onboarding, support, and client engagement.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How fast is Phorest\u2019s customer support?<\/h2>\n\n\n\n<p>In February 2026, Phorest introduced <a href=\"https:\/\/www.phorest.com\/gb\/contact\/\">Live Chat<\/a> to give clients a quicker, more convenient route to its team. Measured against the same dates in 2025, the impact was clear:\u00a0<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>First reply time (median):<\/strong> 21 minutes, down from 116 \u2013 an 81% improvement.<\/li>\n\n\n\n<li><strong>Full resolution time (median):<\/strong> 1 hour, down from 2.3 hours \u2013 a 57% improvement.<\/li>\n\n\n\n<li><strong>Calls answered:<\/strong> 70.1%, up from 64.1%.<\/li>\n<\/ul>\n\n\n\n<p>A dedicated premium support tier now routes enquiries from premium clients straight to qualified specialists for a more tailored experience.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What does Serbh\u00eds Go Hiontach mean?<\/h2>\n\n\n\n<p>Serbh\u00eds Go Hiontach (SgH) is Irish for \u201cwonderful service\u201d and is Phorest\u2019s own term for its customer satisfaction (CSAT) score, captured after every support query. Scores rose 2.87% year-on-year across the UK and Ireland, and 2.8% globally, averaging 96.91% from January to May 2026 and reaching 98% globally in April. SgH is so central to the culture that candidates are assessed against it during hiring.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How reliable is the Phorest platform?<\/h2>\n\n\n\n<p>Uptime is the foundation of trust for any software provider, and in 2025, Phorest recorded 99.999% uptime \u2013 the best in its 22-year history. It also completed the largest successful migration in salon software history, moving 12,000 clients to Phorest 10 without a single major disruption, at a time when competitors lost between 5,000 and 7,000 clients attempting the same.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How does Phorest build products with clients?<\/h2>\n\n\n\n<p>Phorest builds with clients, not just for them. Product teams run discovery conversations before a line of code is written, share interactive prototypes early, and gather structured feedback through research communities \u2013 including a Slack focus group with its Product Advisory Council.<\/p>\n\n\n\n<p>\u201cPhorest is the first system I\u2019ve used that\u2019s actively evolving to meet the real-world needs of our industry. It\u2019s incredibly rewarding to work with a team that doesn\u2019t just hear you \u2013 but actually builds with you.\u201d \u2013Tiffani Mitchell, <a href=\"https:\/\/evriaesthetics.com\/\">EVRI Aesthetics<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What AI tools has Phorest launched?<\/h2>\n\n\n\n<p>At the January 2026 <a href=\"https:\/\/www.phorestsummit.com\/\">Phorest Summit<\/a>, the company launched <a href=\"https:\/\/www.phorest.com\/gb\/features\/ai-features\/\">three AI products<\/a> designed to amplify people, not replace them:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>CheatSheet AI \u2013 <\/strong>Summarises a guest\u2019s full history in seconds; over 3,000 were generated within 12 hours of launch.<\/li>\n\n\n\n<li><strong>Reporting AI \u2013<\/strong> A conversational agent giving owners instant access to their performance data.<\/li>\n\n\n\n<li><strong>FrontDesk AI<\/strong> \u2013 Handles inbound booking queries at an 89% completion rate, freeing front-of-house staff to focus on guests.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">How does Phorest support salon, spa, and clinic staff?<\/h2>\n\n\n\n<p>Phorest also builds for the people behind the chair. Its Vaults savings tools helped distribute over \u20ac63m in tips and save more than \u20ac9m, while Staff Goals drove a 700% rise in goals created. Businesses using <a href=\"https:\/\/www.phorest.com\/gb\/features\/salon-rostering-software\/\">Staff Goals<\/a> saw 220% higher retail sales and 79% staff retention, versus 46% for non-users.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What\u2019s next for Phorest?<\/h2>\n\n\n\n<p>In 2026, Phorest is rolling out Bedrock, an overhaul of onboarding and internal operations to create a single client view across every customer-facing team. This reflects a belief that exceptional service at scale needs equally excellent internal foundations.<\/p>\n\n\n\n<p>For Phorest, customer service isn\u2019t a department \u2013 it\u2019s a philosophy reflected in every line of code, every support chat, and every \u201cMagic Moment\u201d; Phorest\u2019s initiative for sending surprise gifts to clients, from babygrows to a hand-painted portrait of their salon, celebrating milestones or offering support through tougher days. An NPS of 69 and 99.999% uptime are the proof.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Frequently asked questions about Phorest<\/h3>\n\n\n\n<p><strong>What is a good NPS score?<\/strong><\/p>\n\n\n\n<p>Any score about 50 is considered excellent, and above 70 world-class. Phorest\u2019s peak of 69 sits firmly in the top tier for B2B software.<\/p>\n\n\n\n<p><strong>How many clients does Phorest have?<\/strong><\/p>\n\n\n\n<p>Phorest serves more than 12,000 salon, spa, clinic, and barbershop businesses worldwide.<\/p>\n\n\n\n<p><strong>Where is Phorest based?<\/strong><\/p>\n\n\n\n<p>Phorest is headquartered in Dublin, Ireland, and was founded in 2004.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Phorest\u2019s average global Net Promoter Score (NPS) climbed from 47 in 2023 to a peak of 69 in May 2026 \u2013 a world-class result for B2B software. The gain came from a deliberate, company-wide client experience programme, not a single fix. Here\u2019s exactly what changed. Key Takeaways: What is Phorest? Phorest is a salon, spa, &hellip; <a href=\"https:\/\/www.phorest.com\/gb\/blog\/how-phorest-achieved-a-world-class-nps-of-69-inside-a-customer-experience-transformation\/\">Continued<\/a><\/p>\n","protected":false},"author":40096,"featured_media":172669,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1443,1288,1291],"tags":[],"class_list":["post-172678","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-service-sales-marketing","category-inside-phorest","category-news-events"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How Phorest Reached a World-Class NPS of 69 | Phorest<\/title>\n<meta name=\"description\" content=\"Discover how Phorest lifted its NPS from 47 to 69 through faster support, 99.999% uptime, customer-led product design and new AI tools for salons.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.phorest.com\/gb\/blog\/how-phorest-achieved-a-world-class-nps-of-69-inside-a-customer-experience-transformation\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How Phorest Reached a World-Class NPS of 69 | Phorest\" \/>\n<meta property=\"og:description\" content=\"Discover how Phorest lifted its NPS from 47 to 69 through faster support, 99.999% uptime, customer-led product design and new AI tools for salons.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.phorest.com\/gb\/blog\/how-phorest-achieved-a-world-class-nps-of-69-inside-a-customer-experience-transformation\/\" \/>\n<meta property=\"og:site_name\" content=\"Phorest\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/phorestsalonsoftware\" \/>\n<meta property=\"article:published_time\" content=\"2026-06-27T06:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-06-27T06:00:04+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2026\/06\/26145539\/IMG.2112_11zon-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1707\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Steph Fernandez\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:image\" content=\"https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2026\/06\/26145539\/IMG.2112_11zon-150x150.jpg\" \/>\n<meta name=\"twitter:creator\" content=\"@thephorestword\" \/>\n<meta name=\"twitter:site\" content=\"@thephorestword\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Steph Fernandez\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.phorest.com\/gb\/blog\/how-phorest-achieved-a-world-class-nps-of-69-inside-a-customer-experience-transformation\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.phorest.com\/gb\/blog\/how-phorest-achieved-a-world-class-nps-of-69-inside-a-customer-experience-transformation\/\"},\"author\":{\"name\":\"Steph Fernandez\",\"@id\":\"https:\/\/www.phorest.com\/gb\/#\/schema\/person\/085bce1c85242c85b0863facd0c93e92\"},\"headline\":\"How Phorest Achieved a World-Class NPS of 69: Inside a Customer Experience Transformation\",\"datePublished\":\"2026-06-27T06:00:00+00:00\",\"dateModified\":\"2026-06-27T06:00:04+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.phorest.com\/gb\/blog\/how-phorest-achieved-a-world-class-nps-of-69-inside-a-customer-experience-transformation\/\"},\"wordCount\":780,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/www.phorest.com\/gb\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.phorest.com\/gb\/blog\/how-phorest-achieved-a-world-class-nps-of-69-inside-a-customer-experience-transformation\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2026\/06\/26145539\/IMG.2112_11zon-scaled.jpg\",\"articleSection\":[\"Customer Service\",\"Inside Phorest\",\"News &amp; 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