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Our NPS is +64 ... what does that mean for you?

We are delighted that, as of April 2017, our Net Promoter Score (NPS) stands at +64. As those familiar with the NPS model might know, the score can be anything from -100 (very poor) through to +100 (exceptional). With the international benchmark at +35, our score places us in excellent company. For those who haven’t come across NPS before, here’s a quick explanation.

Net Promoter Score is a wonderfully simple, universally applicable measure of customer loyalty, based around the question of would you recommend us?

  • Ask customers how likely they would be, on a scale of 0 to 10 where 10 is extremely likely, to recommend you to others.
  • Anyone who gives you 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 it could be anywhere from -100 to +100.

Why NPS?
Over recent years, it’s become one of the most commonly used service and loyalty metrics in the world - not only because of its simplicity, but also because it compels you to strive for excellence. A 7 or 8, a reasonable score in most eyes, is neutral within the NPS framework; only scores of 9 or 10 count as positive contributors.

Our client experience review process
As a business, we are constantly striving for excellence. That’s one of the reasons we introduced our client experience review process, which incorporates NPS. During the impartial face to face meeting we encourage our clients to give their feedback, providing an opportunity to raise any issues – whether trivial or significant – about the way we delivered the assignment and/or the way we work with them. 

How we use the NPS
The invaluable feedback is critical in identifying opportunities for us to listen, align and adapt our service to provide the optimum client experience, for our client base as a whole, as well as addressing individual client preferences and needs.

In a multinational business conducting millions of transactions a day, each individual score has a negligible impact on the overall figure. For us, a single poor experience could have a huge effect. We are delighted that our NPS currently remains so high, and are determined to keep it that way.