So I am two months in and my first task of finding out our Net Promoter Score [NPS] is complete.
My name is Steph and I am the newest recruit to the Pauley Creative team. My role within Pauley creative is Accounts Manager, it is my job to ensure all our customers are happy and to make sure the level of service we provide is the best it can be. So finding out our NPS was a good starting point.
For those who aren’t aware of what NPS is – Basically it’s a business performance measurement created by Bain and Company [one of the world’s leading management consulting firms] that is based on just one question you ask all your clients… “How likely is it that you would recommend [your company] to a friend or colleague?”
By asking this one simple question you can gain a clear measure of your company’s performance through your customers eyes. Customers respond on a 0-to-10 point rating scale and are categorised as below and shown in this simple little table :
Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fuelling growth – positive positive positive
Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings – ok so what is going to turn these passives into promoters?
Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth –ummm some concentration required here…
To then calculate your company NPS, take the percentage of customers who are Promoters and subtract the percentage who are Detractors – easy!
The Bain and Company NPS website explains the methodology behind NPS in much more detail.
The survey can also be used to gain a better understanding of your customers needs and whether they feel your services could be improved in any way.
Questions to Ask
I therefore included a couple more questions in our survey just to help me out and to show areas where improvement could be made. These included :
Q. What did you like best about working with Pauley Creative?
- We like to work with Pauley Creative because of their enthusiasm and professionalism.
- Good team of people to get on with. They talk on your level and are all nice people. I love there structured approach to everything they do.
- Great personal service – we felt valued throughout and that you understood our business.
Q. What could be done to improve the services we provide?
- Keep ahead of the game in terms of how this media can generate value for B2B companies
- Acknowledgement on receipt of emails and estimated timescales of delivery could be improved upon.
- More consultancy, training days, courses.
The feedback above was both positive and encouraging but did show us that we need to polish up on our customer service skills and continue to keep unto date with industry news and trends.
Pauley Creative NPS Results
So below I will share with you the Pauley Creative NPS and some key findings that I will be taking forward with the team to enhance the Pauley Creative experience! Our survey was sent to 45 individuals from 20 different companies, we got a response rate of approx 46%…which is great!
The results from the one key question that will determine the future of Pauley Creative (ok a little exaggerated) drum roll please….
1. How likely is it that you would recommend Pauley Creative to a friend or colleague? (0-10)
16 clients gave us a score between 9-10 – Promoters
4 clients gave us score between 7-8 – Passives
1 client gave us score between 0-6 – Detractors
Not bad ey? So taking the above results and putting those figures into the NPS equation, Pauley Creative have a pretty credible NPS score of 71.4% (woo hoo, fireworks, clapping…I hear ya)
Ok so on a serious note, what this makes me think straight away is, although a good score there is definitely some room for improvement, especially as we have 1 detractor. Our aim is always 0 detractors. Taking on board our scores and all our clients feedback, it will now be my job to whip the team into shape, brush up on our customer service skills and not only keep those promoters satisfied but to convert any passives and detractors.
Now I know this sounds easier said then done, and I am sure there are certain areas that will take more time to improve then others but I am determined to help ensure the Pauley Creative experience for all our clients meets the level or service they want/require and one that will be recommended to all.
Pauley Creative run customer feedback surveys with our clients’ clients’ as part of our digital marketing research and website discovery audits.
If you’re interested in working with us and finding out how this might benefit your business please feel free to give us a call – 01908 671707 or drop us an email at firstname.lastname@example.org
Image credit: netpromotersystem.com