Frontiers has achieved a significant milestone by becoming the first scholarly publisher to receive a top-tier accreditation in customer experience from NPSx℠ by Bain & Company, co-creators of the Net Promoter Score. The accreditation is largely considered the gold standard for measuring customer loyalty and is used by two thirds of Fortune 1000 companies. The accreditation is the result of Frontiers’ commitment to delivering exceptional customer experience for researchers – and the publisher has been officially recognized and accredited by NPSx℠ as ‘very good’. 

Bain & Company have a proven history of expertise in the field of customer experience. The accreditation system serves as a valuable tool for organizations seeking to improve their performance by adopting best practices that focus on enhancing and excelling in customer experience.  

“Publishing open science is a matter of trust and reputation. At Frontiers, a community driven publisher, we acknowledge this fact and build our strategy around the needs of the researchers. Understanding and improving customer experience through robust business processes is an integral part of our commitment to provide the world’s scientists with the best, fastest, and most efficient publishing experience,” comments Thomas Leber, Frontiers’ director of customer experience.  

Commenting on Frontiers’ accomplishment NPSx founder Stanford Swinton says, “At NPSx, we enable brands to stay ahead of the competition and drive growth by enriching the lives of their customers. We are, therefore, thrilled to congratulate Frontiers on their accreditation rating, a reflection of their dedication to delivering excellent customer experiences and prioritizing customer needs as a primary business focus. This accomplishment highlights Frontiers’ status as an industry leader and we commend their efforts. We look forward to seeing their continued success as a leader in customer loyalty and experience.”  

Frontiers’ co-founder and CEO Kamila Markram highlights the importance of the researcher-centric strategy, “We prioritize placing the researcher at the center of everything we do. To ensure the execution of our researcher-centric strategy aligns with global best practices, we audit and benchmark our processes against customer experience leaders worldwide. We always welcome and act on any feedback and are pleased to have been recognized for our efforts.”   

About Frontiers     

Frontiers is the 3rd most-cited and 6th largest research publisher. We publish groundbreaking discoveries by the world’s top experts. Scientists empower society and our mission is to accelerate scientific discovery by making science open. We place the researcher at the center of everything we do and enable the research community to develop the solutions we need to live healthy lives on a healthy planet. Featuring custom-built technology, artificial intelligence, and rigorous quality standards, our research articles have been viewed more than 2.1 billion times, reflecting the power of research that is open for all.      

About NPSx  

NPSx℠ is a leading provider of customer experience (CX) technology and training, powered by Bain & Company – the customer experience experts and creators of the Net Promoter System™.  We provide unparalleled customer advantage by offering the best of Bain’s customer first thinking, packaged in simple and accessible ways for customer leaders around the world. Our tools and resources help you identify and prioritize areas for improvement, unlock the full potential of customer data with AI and machine learning technologies, and develop skills to enhance customer-centric transformations and CX capabilities. With NPSx, you can also connect with influential CX professionals from around the globe.