NET PROMOTER SCORE
In order to keep our finger on the pulse of customer satisfaction with our products and service delivery, we utilize the Net Promoter Score system… a simple, accurate and intuitive way to gauge customer loyalty. Our goal was to ask one and only one question of customers to estimate their loyalty—a question that was respectful of their time, yet would yield answers that could inspire employees to action. The best single question—across many industries and cultures—turned out to be “How likely are you to recommend [our product or service] to your colleagues, friends or family?”
Based on their rating, customers are then classified in 3 categories: detractors, passives and promoters.
‘Detractors’ gave a score lower or equal to 6. They are not particularly thrilled by the product or the service. They, with all likelihood, won’t purchase again from the company, could potentially damage the company’s reputation through negative word of mouth.
‘Passives’ gave a score of 7 or 8. They are somewhat satisfied but could easily switch to a competitor’s offering if given the opportunity. They probably wouldn’t spread any negative word-of-mouth, but are not enthusiastic enough about your products or services to actually promote them.
‘Promoters’ answered 9 or 10. They love the company’s products and services. They are the repeat buyers, are the enthusiastic evangelist who recommends the company products and services to other potential buyers.
The resulting Net Promoter Score is simply the percentage of promoters minus the percentage of detractors. The overall Net Promoter System is much more than just the score. Net Promoter System practitioners ask customers the reasons for their ratings using an unstructured, open-ended question. This provides employees throughout the organization the opportunity to hear comments from customers every day—in their own words. These leaders build that feedback into their operating systems, using it both to address customer concerns and to fuel the innovations that generate more promoters. They use this closed loop to learn more about how they can improve their processes, people, products and pricing for the long term.
For 2016… Verity Group’s Net Promoter Score resulted in a ranking of 97.3
That ranking is higher than each of the companies listed above as well as the leading company in every market tracked by this survey. The result is proof that Crazy Customer Service is real and something we take very seriously… with every customer, every transaction, everyday.
DOING THINGS RIGHT
Good customer service is necessary for the survival of any business. Offering the lowest cost won’t do it. Running wild promotions won’t do it. By “do it” we mean bringing a customer back again and again. Sending them away happy enough to not only return as a repeat customer, but happy enough to pass along positive feedback in the form of recommendations, to friends and colleagues.
At Verity Group we are not satisfied with providing a good customer experience. At the heart of our core values is a commitment to providing each and every client with “Crazy Customer Service”. The simple explanation of how we do this is to form a solid relationship with our customers… based on what we do, not what we say. And what we do is actually pretty simple:
- We do not make promises we can’t keep.
- We actually listen to our customers and discover their pain points.
- We regard any complaint or concern as an opportunity to do the right thing.
- We provide needed help… even when it is not the most profitable way to go.
- We hire staff members only if they want that job, understand it’s responsibilities and are capable of delivering on them at the highest level.
- We continually train our staff on the latest hardware and software technologies we offer.
- We only sell what we use ourselves… we know our products.
- We take the extra step, put forth the extra effort… do what is required to provide excellence.