Last year we asked for our clients’ feedback on how we were performing, and we received some excellent insights. We did the same this year and are delighted to report that, according to our clients, we have improved.Like last year, we used the Net Promotor Score (NPS) metric, a globally recognised survey mechanism, to gain insight into how we are performing. NPS is measured by asking ‘the ultimate question’: on a scale of 1-10 how likely are you to recommend us to a friend or colleague?
It is calculated simply by subtracting the percentage of our client who are classified as detractors (those who scored 0 to 6) from those who are classified as promoters (those who scored 9 or 10).
In 2022 we recorded a score of +78. This year we achieved a score of +95.
But what does this mean?
Well, both scores are above average for our industry and according to various sources, this means we are delivering an ‘excellent’ service, as the graphic below shows.
We also asked for additional comments and the word cloud below shows a snapshot of some of the keywords that were used.
While we are delighted with the results and feedback, there is no place for complacency of course, and we will be looking to make further improvements over the course of this year so we can continue to improve. This includes investment in new technology and in our people and we look forward to sharing the results of our survey next year.
