At Fox & Associates, we are always looking for ways to improve our service delivery and ensure your experience with us is the best that it can be.
To help us do this, we conduct Net Promoter Score® (NPS) client surveys on a semi-regular basis and recently, sent out an NPS survey to clients who had utilised our services over the past 6 months. The Results are in - NPS 2020.
We are delighted to announce that we achieved an NPS of 82. Compared to 2018 when our NPS was 56, this clearly shows that we have listened to your feedback and worked hard to improve our customer support, communications and service.
So what does NPS mean? NPS is a highly regarded loyalty matrix for businesses who are wanting to measure, understand and improve their customer experience. NPS results are reported with a number from -100 to +100. In general, scores between 50 and 80 are rated as very good to excellent. A score over 80 is rated as world-class!
The survey is divided into four key areas: satisfaction, recommendation, service and feedback. Results were as follows:
Thank you to everyone who took part in this survey for your honest feedback and for helping us in our endeavour to be the best surveying company in New Zealand.