Fantastic 2017 NPS Score

Fantastic 2017 NPS Score

Yearly we send an email to all our clients to generate our yearly Net Promoter Score (NPS). The email asks one question “How Likely are you to recommend this business to a friend or colleague?”

The NPS is an index that ranges between -100 and 100 and aims to calculate the willingness of a client to recommend a companies products or services to a friend or colleague. It therefore calculates a customers satisfaction and loyalty to a companies brand. All clients within the email are asked to answer the one question above “How likely are you to recommend this business to a friend or colleague?” by selecting an option rating from 1-10. 1 being extremely unlikely and 10 being extremely likely.

Depending on the scores given customers are placed in one of three categories; Detractors (Scores 1-6), Passive (Scores 7&8), Promoters (Scores 9&10).

Detractors are customers who rated the companies’ products or services at 6 or below. These customers are dissatisfied with the products/services and therefore may be somewhat damaging to the companies brand.
Passives are customers who rated the brand between 7-8 and somewhat satisfied however wouldn’t potentially recommend your company to friends and colleagues and are at risk from competitors offers.
Promoters are customers who rated the company either a 9 or a 10 and are completely satisfied with the products and services that you offer. They are also most likely to recommend your products and services and are beneficial to your brand.

The overall NPS score is determined by subtracting the percentage of customers who are detractors from the percentage of customers who are promoters. The score that is calculated is between -100 and 100. If every client rated your products or services at 6 or below then the NPS score would be -100. However, if all of your customers gave you a score of 9 or 10 you would achieve a NPS score of 100.

Net Promoter scores are often averaging quite low. Fred Reichheld, in his calculation of 400 companies across 28 industries back in 2003 (HBR article “The One Number You Need to Grow”), found that the median Net Promoter score was just 16%.

 Our 2017 NPS score

We sent our survey to all of our clients last month and the results were very positive with us receiving a brilliant 82%NPS score.  We are delighted again with another strong scoring, as it is the third year running where we have achieved over 80% which is fantastic seeing as the median score is just 16%.

We would like to take this opportunity to thank all of our clients who took their time to complete the survey and for their honest comments and scores. We are delighted that the vast majority of clients are described as “promoters” as we place a huge emphasis on customer satisfaction therefore receiving scores such as 82% and the third score in three years to score over 80% is very pleasing and demonstrates that as a company we are defiantly doing something right, however we will not rest on our laurels and aim to achieve an even better score next year. All comments and feedback will be taken on board and fed back to the relevant staff members. Below are some of the comments left by our clients when rating the liklihood to recommend our services.

Client Comments

“Attention to detail, good communication”

“We are very pleased with the cleaning provided by Carol as she does a good job in a short period of time, she is always cheerful and will do any job asked of her”

“Sharon always keeps in regular contact to ensure any concerns are dealt with swiftly. 
Angela is friendly and hard working.”

“Excellent, professional and quality service. Would definitely recommend.

“Good continuity of staff, reliable and courteous”

“We like it that they are a locally based company, a family concern. 
We have been customers for the past 12 years and any problems we have are sorted out within the day.
There is always a fast response if we contact them by telephone or email.
We have regular ‘unannounced’ inspection visits so the supervisors can see the quality of work is maintained.
They have a stable workforce and we have had the same cleaner for 6 years. The management understand we prefer staff continuity (given the nature of our business) and they respect this, ensuring we have just one person covering for annual leave/sickness etc.
We have no plans to change cleaning contractors, but would speak to them first before making any change and we would definitely recommend them.”

“Tarnya is our regular cleaner and her work is always to a very high standard. and on the odd occasion that Tarnya is not with us, Lianne will call or email to let us know we have a replacement and check that we are happy with arrangements.
All in all, two really great people to work with.”

“Friendly and local”

“Friendly Service, Excellent Results”

“We have a great customer/ supplier relationship where communication is key to a successful collaboration. 
We have regular meetings, audits and phone discussions where feedback is taken on board, building a healthy foundation whereby both customer and supplier are content.
We look forward to many more years working with you!”

“Excellent staff; good communication with your customers; very friendly and very professional”