Enhancing Client Satisfaction through Net Promoter Score

Net Promoter Score (NPS) is a widely recognized metric used to measure customer loyalty and satisfaction, and it’s at the core of how NuCompass measures our client relationships, allowing us to gather immediate, actionable feedback in 2 minutes or less.

What is Net Promoter Score (NPS)?

NPS provides insights into how likely clients are to recommend a company’s service to others based on one simple question: "On a scale of 0 to 10, how likely are you to recommend us to a colleague or friend?" The scoring system categorizes respondents into three groups:

• Promoters (score 9-10): These clients are highly satisfied and enthusiastic about the services, making them loyal advocates who actively recommend the company.
• Passives (score 7-8): Passives are satisfied clients, but they are less likely to promote or remain loyal in the face of competitive offerings.
• Detractors (score 0-6): Detractors are dissatisfied clients who may harm a company’s reputation by sharing negative experiences.

Calculating Net Promoter Score

The method used to calculate the overall score is to subtract the percentage of detractors from the percentage of promoters. What’s important to understand is that the scale is from -100 to 100, meaning the midpoint is 0. A NPS score of -100 to 0 is a poor and “Needs Improvement.” A “Good” score is in the 0-30 range. Scores between 30-70 are considered “Great,” and any score between 70-100 is “Excellent.” The NPS ranges have been consistently proven to show clear indication of client sentiment.

NuCompass and NPS

Our commitment to delivering exceptional service is reflected in our outstanding NPS score. Our most recent quarterly NPS was 92, placing us in the excellent range. This achievement is a testament to our dedication to client satisfaction and the strength of our long-term partnerships.

Key Areas of Evaluation

By leveraging the NPS survey, we gather invaluable insights that drive continuous improvement and allow us to better serve our clients and their relocating employees. Although the survey only requires about 2 minutes for clients to complete, it allows us to gather key data points beyond the overall score, including feedback on our overall strategic partnership, client account management, service offerings, service to relocating employees, and our technology platform.

Client Engagement and Long-Term Partnerships

At NuCompass, client feedback is of paramount importance. In addition to the NPS survey, we maintain regular communication to ensure ongoing satisfaction. Some of the client comments from our most recent survey:

• "Overall cooperation with NuCompass was amazing."
• "The customer service is outstanding - so nice to work with and always helpful."
• "We value the support and leadership in the space."
• "Our account manager is very responsive and helpful in a consultative capacity."
• "Professional, friendly, and quick on the draw."

Takeaway

As a trusted partner in the realm of relocation management, NuCompass is committed to our clients’ success. Our quarterly NPS survey empowers clients to provide valuable feedback, enabling us to enhance our services and address their evolving needs and helps us shape  ongoing mobility strategies.