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HOW WE MEASURE CUSTOMER SATISFACTION

A while ago we had a conversation with a partner about a job we were doing. They we’re really pleased with the job we did and we went about the rest of our day with that warm glow you get from an unexpected compliment.

We wanted to look at where we were in relation to our partners expectation. We knew that we we did was a commoditised service and is offered by others at different prices.

And so it was that we started using NPS to passively capture how our partner base felt about us.

It’s a simple question that takes about 10 seconds to answer – How likely is it that you would recommend us to a colleague or other business?

HOW IS IT CALCULATED?

Basically, everyone who scores us falls on the scale above.

If a partner rates us 0-6, the partner is a detractor and they are unhappy with our service.

If a partner rates us 7-8, they are a passive and they neither promote or criticise us.

If a partner rates us 9-10, they are a promoter and will like what we do and recommend us to others.

What we then do is to subtract the % of people who are Detractors from the % of people who are Promoters. This gives us a score of anywhere between -100 (this will be terrible- as it means everyone is a detractor) and 100 (this is awesome- as it means everyone is a promoter).

Its a pretty brutal grading to be honest, particularly as people tend to gravitate around 5-6 if they have neutral views about the service we offer. What it does do, really well, is provide a useful holistic view as to how we are matching our service against the expectations of our customers.

WHAT IS OUR NPS SCORE?

We measure our NPS Score at the end of each month, by sending out emails to our partners who have said that they are happy participating. Right now, we are at:

0%

Obviously, we’ll keep tracking it and making sure that we deliver the best possible service.

Is this enough though?

We don’t think so. 

It’s great that we have something objective that we really need to have something that can make us improve.  

So, what we do is provide follow up action for our passives and detractors. For the passives, we really want to know how we can improve and for the detractors, an understanding of where we failed in meeting expectation.

This follow up action will depend on the partner, but will usually involve a phone call or a meeting.  The information that we gather during this contact will then be used to change our practice so that we do better next time. 

So we have a nice easy barometer that we use to improve our proposition. Nice one.

WE ARE LINCSPROCESS

We serve legal documents all over Lincolnshire for a fixed fee. We assist our creditor partners and their professional advisors with their debt collection by providing field services aimed at driving recoveries, delivering intelligence and maintaining the customer-supplier relationship.

If you, or one of your clients, would benefit from this approach, get in touch.