Juice news & info

A perfect score in customer satisfaction (2020)

Posted by Gary Lavin on Oct 8, 2020 4:58:08 PM

Net Promoter Score (NPS) is the global standard for measuring customer satisfaction levels. It goes from negative 100 to positive 100. A positive 100 is the highest score possible. Like Gross Profit or Revenue it has to be quantified by time. Many of our clients can achieve a perfect score for a month but let's look at what's involved in getting a perfect score for a year or longer.

The "How likely are you to recommend our company to a friend or colleague" question is a scale of zero to ten. As some people believe you can always do better and never score anyone a 10, raving fans (Promoters) are therefore people who score you a 9 or 10. People who don't like you and if asked would say negative things about your company (Detractors) are anyone who scores you a 6 or lower. A perfect score means every single response has to be a 9 or 10, no 8s or lower.

NPS-survey

The NPS system does not take in to account the number of responses, if a dealer gets 5 responses in a month then statistically the chances of a perfect score are better then a dealer who gets 1,000 responses in a month. CEO Juice does not calculate NPS if there are less than 5 responses in a month.

Last month (September 2020)  we had 53 clients (out of just under 400) who had a perfect score. The number of responses ranged from 5 to 43.

This year to date we have 7 clients with a perfect score! (but not all will hit the 60 response threshold for the year) Last year we had just 1 client who had a perfect score for the year.

We also had one client who achieved a perfect score for 2 years in a row. You can see the scores here, stay tuned to see how the end of year scores look.

We will again publish awards for Net Promoter Score. We publish 3 awards, one for “World Class Service” which Satmetrix defines as a NPS score of 70 or higher, the Top Ten % of Juice clients and “A Perfect Score” if any dealers achieves it.

 

 

Topics: NPS

Subscribe Here!

Recent Posts