The Results Are In – NPS 2021
We're Celebrating a Great Result!
At Fox & Associates, one of our core values is ‘Look for a better way’. We recognise that we grow through our ability to be ingenious, innovative and adaptable. For this reason, we continually look 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 and recently surveyed clients who had utilised our services over the past 6 months.
We are thrilled that we achieved an incredibly high NPS of +85. For comparison, a NPS of +70 is considered excellent. So this fantastic score clearly shows that we have worked hard to maintain our high levels of customer support, communications, and service during the challenging year that we all had.
Key Results:
- 97% of clients are somewhat or extremely satisfied with Fox and Associates.
- 88% of clients would recommend Fox and Associates to a friend or colleague.
We would like to thank everyone who took part in this survey for sharing their honest thoughts and feedback. We appreciate you helping us in our endeavour to be the best surveying company in New Zealand.
What is a Net Promoter Score?
The Net Promoter Score is the world’s leading metric for measuring customer loyalty. It is highly regarded by organisations who want to measure, understand, and improve their customers’ overall experience. It’s often seen as a better indicator of customer loyalty than traditional customer satisfaction surveys.
NPS scores are calculated by separating responses into three groups based on their rating: Promoters (9 or 10 ratings), Passives (7 or 8 ratings), and Detractors (0 through 6 ratings). Your overall NPS is calculated by: NPS= % of Promoters — % of Detractors. The resulting score can range from a low of -100 to a high of +100.
According to Survey Monkey’s global benchmark data, which accounts for the NPS of more than 150,000 organisations, the average NPS score is +32. Ours is +85.