Juice news & info

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.NPS-survey

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.



Topics: NPS