CEO Juice announces the winners of the NPS awards for 2022!
I had a conversation today with a client debating who at your customer location should be surveyed for feedback.
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.
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.
With Covid-19 looking like it will be around for a while it is making the CEO Juice Mission Statement more urgent than ever.
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.
We added an About section to your profile when you log in to our www.ceojuice.com site (admins only), where you can tell us what software you use for CRM, Ticketing, Marketing etc.
Our ID890 process will sync meters and service calls for equipment not serviced by you, we have been asked to expand that to allow dealers to search for partners to service their ShipOuts. We added a new section under Profile called About, where you can let us know what manufacturers you service, what states you cover and whether or not you would want to share your Net Promoter Score with potential ITT partners. Note you must be logged in to see NPS scores and you can only see others as long as you are sharing yours.