One of our three core values is Build “Everybody Wins” Relationships, and we take that to heart. Our clients are partners in making the world a better place, and we want to make their jobs as easy as possible – which means providing them with delightful service.
To track this, we measure our Net Promotor Score (NPS) via regular surveys. This survey measures how likely our clients are to recommend us to others – the true mark of a delighted client!
What Does It Mean?
Net Promoter Score is based on a simple calculation:
% of delighted clients – % of unhappy clients
Clients who are merely satisfied are ignored completely, making this a very difficult metric to score high on. We are big fans of this approach because it sets the bar very high for the outcomes you create for your clients.
Is That Good?
The World Class NPS Benchmark is 70, and the average score in our industry is 44, so it’s pretty good! We are excited to keep improving our services and our score.
Our PixelSpoke account manager offers terrific support whenever needed but also proactively provides valuable insights and suggestions to keep us on a progressive track.
— Colleen King, Senior Digital Marketing Specialist
Allegacy Federal Credit Union