The results are in, and our wonderful customers have given us an amazing Net Promoter Score of +89.7.
For those not in the know, a Net Promoter Score is a measurement used by businesses to assess how well-regarded they are by their customers. A selection of customers are surveyed at regular intervals and asked a series of questions, which are used to measure the score. A score of 50 or higher is regarded as excellent.
We receive a new score every few months, but it’s our annual one, for the 2020-21 financial year that we’re talking about here. That’s calculated based on the various scores throughout the year and is the best indicator of what our customers think of us.
Needless to say, we’re over the moon with such as fantastic score. By way of contrast, Apple – one of the highest-rated large companies in the world, achieved their highest-ever NPS score in 2017 with +72. Now, we’re not saying we’re better than Apple, but…
The research is conducted independently by an outside agency, although they do share some of the feedback with us – anonymously if that’s what the interviewee requests. A positive score is nothing without feedback – good or bad – to see what we’re doing right, and where we need to improve.
We thought we’d share some of our favourite feedback we received as part of the survey.
“Overall – absolutely perfect. I cannot fault them at all.”
“I have used similar service providers for other jobs and Severn Trent Searches is the best one I have used.”
“Severn Trent Searches will always e-mail us if there is a delay. I don’t think there has been an occasion where there have been any changes to their service. We don’t use any other search services and are very happy with Severn Trent.”
“Very likely to recommend Severn Trent. They provide everything we need. Would never go anywhere else.”
“I have used others system in the past. They are purported to be all-singing, all-dancing but they have been too complicated. This is a very easy system.”
“They are always so willing to help you. If they say they will ring back, they will.”
“Simple and efficient in getting the job done. No hassle.”
“I think they are brilliant. It is so easy.”
Obviously, it’s wonderful to hear such positive feedback from our customers, but we’re not going to rest on our laurels. We’re aware some customers had constructive criticisms, and we’re always looking into these to see where we can improve.
We’d like to offer a big ‘Thank you’ to all our customers who’ve taken part in one of these surveys. If you’ve not been contacted but would still like to give us any feedback – good or bad – we always love to hear from you. Our contact details can be found here.
In the meantime…Apple, the ball’s in your court.