Juice news & info

2023 NPS Awards Are Out!

Posted by Astrid Sloan on Jan 4, 2024 4:24:52 PM

CEO Juice announces the winners of the NPS awards for 2023!

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Topics: NPS, ID109

A perfect score in customer satisfaction (2023)

Posted by Gary Lavin on Nov 27, 2023 1:29:27 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. 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.

The NPS system does not take into account the number of responses, if a dealer gets 5 responses in a month then statistically the chances of a perfect score are better than 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.

Achieving a Perfect Score in customer satisfaction for an entire year is close to impossible.

In 2020 no client had a perfect score with the minimum of 60 responses, in 2019 we had just 1 client who had a perfect score for the year. In 2021 we had 4 clients, 2 in 2022.

In 2022 through the end of October we have 3 clients who still have a perfect score.
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 achieve it.

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Topics: NPS

2022 NPS Awards Are Out!

Posted by Astrid Sloan on Jan 5, 2023 4:04:31 PM

CEO Juice announces the winners of the NPS awards for 2022!

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Topics: NPS, ID109

2021 NPS Awards Are Out!

Posted by Astrid Sloan on Jan 8, 2022 9:03:50 AM

CEO Juice announces the winners of the NPS awards for 2021!

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Topics: NPS, ID109

Who are your Engaged Customers & Prospects

Posted by Gary Lavin on Jul 9, 2021 4:54:25 PM

I had a conversation today with a client debating who at your customer location should be surveyed for feedback.

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Topics: NPS

2020 NPS Awards are out!

Posted by Gary Lavin on Jan 5, 2021 9:14:20 AM

CEO Juice announces the winners of the NPS awards for 2020!

 

 

 

 

 

 

Satmetrix, the company behind Net Promoter Score, defines World Class Service as a NPS score of 70 or greater.

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Topics: NPS, ID109

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.



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.

Read More

Topics: NPS

CEO Juice Mission

Posted by Gary Lavin on Aug 4, 2020 12:56:15 PM

With Covid-19 looking like it will be around for a while it is making the CEO Juice Mission Statement more urgent than ever.

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Topics: NPS, inbound marketing

2019 NPS Awards are out!

Posted by Gary Lavin on Jan 4, 2020 3:31:39 PM

CEO Juice announce the winners of the NPS awards for 2019!

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Topics: NPS, ID109

Customer Satisfaction Awards

Posted by Gary Lavin on Nov 10, 2019 11:41:49 AM

See the 2020 awards here. We also give you this view of all clients. Click here for more.

CEO Juice tracks customer satisfaction levels for the majority of large dealers in North America using Satmetrix's Net Promoter Score. Last year we sent 2,345,164 survey requests and received 227,237 responses. We survey after every service call as part of the process to close the call, typically people respond when things went really well or really badly.

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Topics: NPS