Everyone claims to have great service… but can they back up that claim? How many thousands of times have you been approached by a sales representative trying to sell you their product because they offer the “highest quality,” the “best service” or the “most value?” What happens when you ask those sales representatives what metrics are used to support that claim? Do they have the data or do they deflect and dodge the questions? Wouldn’t it be nice to know if you truly are getting the top service available for your dollar?
I offer you a solution. A company’s Net Promoter Score (NPS) is a measurement of how well it delights it’s customers. NPS divides a company’s customers into three categories:
- Promoters – active enthusiasts who refer others to the firm.
- Passives – satisfied but unenthusiastic and may be susceptible to competitive offers
- Detractors – unhappy or unsatisfied customers
To calculate NPS, the percentage of a company’s customers who are detractors are subtracted from the percentage who are promoters. As you can see in the chart below many well known companies struggle to lift their score above 70 and the average North American company has a meagre NPS score of 10. Office Interiors’ NPS score for 2015 is 86.41. Now I will let you make of that what you will, but next time you are approached by someone selling the “best service” ask them if they can back it up.
Doubtful of our claims? Call me on it. I would love the opportunity to explain how we collect the data used to calculate our NPS score and what our score means for you, our future client.