Earlier this year, we asked our clients to rate our service out of 10. This helped us work out our Net Promoter Score (NPS), a globally-recognised indicator of customer satisfaction. Find out how we compare to the world’s leading companies below:
We’re really focused on delivering an amazing client experience, and we can now track how we’re doing against the leading companies in the world when it comes to customer service, thanks to our Net Promoter Score (NPS). This stat is a globally-recognised indicator of customer satisfaction and can be as low as -100 (everybody is a detractor) or as high as +100 (everybody is a promoter). An NPS that is positive (higher than zero) is felt to be good, and an NPS of +50 is considered excellent.
Our current NPS is 43, so we’re on the right track. But we’re aiming higher. We’d like to have a score of 60 or more, which would mean that we’re delivering customer service on a similar level to First Direct, John Lewis & Virgin. It is these trailblazers of customer service that we’re aspiring to be like and we’re working hard every day to get there.
We are thrilled that 37% of our clients rated us 10 out of 10, with a further 20% giving a score of 9. We’d love to know your ideas for what 10 out of 10 service looks like, so if you’ve got any feedback, please share your thoughts in the comments section below. What does a proactive accountant mean to you?
We emailed you on 2nd August with details of the specific things that we’re working on right now to improve your service. If you didn’t receive a copy of this email, please let us know and we’ll send it again. We think you’ll like it!
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