NPS: Measuring customer satisfaction
June 28, 2017
Net Promoter Score (NPS) measures the loyalty that exists between a company and its customers. It is used to gauge customer’s overall satisfaction with a company’s product or service and loyalty to the brand by answering one simple question, often referred to as “the ultimate question”…
How likely is it that you would recommend us to a friend or colleague?
The respondent gives a score from 0 -10. Customers that give you a 6 or below are Detractors, a score of 7 or 8 are called Passives, and a 9 or 10 are Promoters. To calculate your NPS Net Promoter Score, subtract the percentage of Detractors from the percentage of Promoters. It is that simple.
NPS Scores can be as low as −100 (everybody is a detractor) or as high as +100 (everybody is a promoter). An NPS that is positive (i.e., higher than zero) is felt to be good, and an NPS of +50 is excellent.
At Spatial Dimensions, we have been measuring our NPS score on all delivered projects since the start of this year. We are delighted to have scored 86 up to this point. This score is considered excellent and is a testament to the quality of service consistently delivered by our team to our clients.
Managing Director, Claire Fenwick commented “I’m delighted with the responses to our NPS surveys. Its vital we measure what our clients think about us as one of our core company values is about delivering to our clients. The score of 86 is a really good start and a credit to our team, but we are not resting on our laurels and are always looking at ways we can improve our service for the benefit of our clients.”
NPS was developed by (and a registered trademark of) Fred Reichheld, Bain & Company, and Satmetrix Systems. It was introduced by Reichheld in his 2003 Harvard Business Review article “One Number You Need to Grow” and published in his best selling book the “ultimate question” in 2006.
If you are looking for a survey company that consitently delivers “excellent” service, then contact us today.
What people are saying about us...
“Spatial Dimensions not only carried out their scope of works diligently and efficiently, but also produced resulting surveys to a high quality of which they should be proud.”
Colin Hobart, Director, 3D Reid
“We have been very impressed with the quality and detail of the information received,
easily amongst the best survey drawings we’ve had.”
David Valinsky, Architect, NRAP
“A company that listens and cares.
A joy to work with.”
Peter Searle, Kier Group
“Spatial have always priced the jobs fairly and committed to and executed tight programmes for us.
Works always sent over on time and to the brief.
Very professional and Friendly service.”
Zoe Horton, Director, GBA Designs
“We have found Spatial Dimensions to be contactable and reliable.
They provide timely and competitive quotations and carry out comprehensive surveys to instructions.”
Glen Ernest, Director, GDM Architects
“They have been more detailed than our previous suppliers and far more efficient in their approach.
I would recommend them to anyone who appreciates quality work.”
Chris Old, Director, Charter House Holdings
“Claire and her team proved to be professional, efficient delivering high quality 2D and 3D drawings.
Just a pleasure to work with.”
Amiina Bakunowicz, Founder, Archilab7