Industry Leader in Customer Satisfaction
The Net Promoter Score (NPS) measures customer satisfaction and loyalty.
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Net Promoter Score
About Net Promoter Score
The Net Promoter Score (NPS) is a quick and easy way to measure client satisfaction through a single question survey, “How likely are you to recommend us to a friend or colleague?” The client responds with a 1-10 rating (1 being the least likely, 10 being the most likely).
You will find our NPS survey look like this:
So what does it all mean?
Once every 90-days, we send this question in the body of an email (not a link) to our customers. Providing it in the body of the email makes it very fast and easy for the recipients to respond.
However, as we have continued to use the survey, we realized there may be some confusion as to what the ratings actually mean to us. So, in order to provide some clarity and help our client’s understand how we interpret the responses, we’ve developed this cute little graphic.
How we interpret your response
The number responses are grouped as follows to interpret the NPS score:
“We love working with you and want to keep recommending you!”
“We’re satisfied with the work you have done and will continue to recommend you if you continue that level of satisfaction.”
“We do not like working with you and would not recommend you to anyone.”
What has our experience been?
Since adopting the survey, our score has trended upwards into the 80’s. Why is this the case? We believe it is because of two reasons:
- We actively promote a culture of excellence
- We learn from this tool what it is that we do that makes our clients less likely to recommend us then work to remedy those actions or inaction that prevent our clients from giving us a high score, and recommending us to others.
We want honest and accurate feedback. Our desire is to make it actionable. We know we aren’t perfect, but we know we can always improve where we make mistakes.
This ongoing feedback loop has made this NPS program a success, telling us where we do not fascinate or serve our customers well.
How can you participate?
Are you an active customer? Do you want to participate? Submit the form below with your work email address to join our NPS program. Once every 90-days while you have an active engagement with us (build, support, etc.) you will receive the one question survey to your inbox (sometimes the Spam, Junk or Clutter box, so check those too).
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