• Would you recommend us

Everyone knows that the best form of promotion is word of mouth recommendation. So when seeking a better way to assess the quality of service that companies provide, the strikingly obvious answer is to ask customers whether they would be happy to recommend a company to their friends and family. That simple question became the foundation of the Net Promoter® Score, which is now one of the most widely used service metrics in the world.

NPS explained

The NPS® works on a simple model. You ask customers how likely they would be to recommend on a scale of 0 to 10; 10 being extremely likely, 0 the opposite. Anyone with a score of 9 or 10 is a ‘promoter’; 7 or 8 is a ‘passive’; 0 to 6 is a detractor.

Calculate the percentage of customers that are promoters and detractors, then subtract the detractors from the promoters. The result is your Net Promoter Score, and as you may have noticed, it could easily be a negative number (ranging from -100 to +100).

Adding data to our client reviews

At Granger Reis, we use NPS as part of our client experience review programme. We conducted post-assignment client experience reviews with new clients; for more established clients, we conduct annual account reviews. Each is a face to face meeting with a member of our client experience team, and offers clients the opportunity to raise any issues – whether trivial or significant – about the way we delivered the assignment and/or the way we work with them. We ask clients to score us in key areas, from overall value for money to the quality of documentation we provide. All their input helps us learn, and allows us to listen, adapt and align our service to provide the optimum client experience.

+45: Our NPS

Now, those meetings conclude with the question of whether they would recommend us – and we’re delighted to report that that the majority would. In April 2016, our Net Promoter Score stood at +45. Given international NPS benchmarks of 35*, it’s clear that we’re on very firm footing with the service we already provide.

However, any score below 100 indicates that a company has passive and possibly some detractors; their frank feedback has been invaluable in identifying opportunities for us to align and adapt our service to meet individual client preferences and needs.

The more customer experience reviews we conduct, the more valuable an overall measure the NPS becomes. So don’t be surprised if, after your first assignment with us, you’re asked whether or not you’d recommend Granger Reis. We hope you would, but if not, we will always want to know why.

* Survey Monkey (2014) NPS Benchmark Data Report