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PlanteriaBlog

Monday, 03 Jul, 2017

NPS & The Importance of Customer Service

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'Our customers are at the heart of all we do.  We enjoy the feel good factor and sense of achievement in a job well done and we like to think there is no circumstance that we cannot handle.'

'Nurturing is natural to us: plants, flowers, clients. It’s all in the attention to detail. This is why people who choose Planteria, stay with Planteria.'

This is reflected not only in our core values but also in the care we offer to all of our clients no matter how large or small, new or old.  We always strive to go above and beyond what is expected and we’re so committed to excellence that we select a number of clients each week and ask directly for feedback.

At Planteria, we measure our performance using a simple, non-biased survey to measure customer satisfaction and also understand whether our clients like us enough to recommend us to others.  This is pretty powerful stuff. 

Our customer satisfaction is measured with something called Net Promoter Score®, or NPS® for short. 

NPS measures customer experience and also reveals how likely our clients are to suggest our services to others. This proven metric provides the core measurement for customer experience and the surveys are not only straightforward, they are also easy to understand and complete without taking too much time from our clients. 

The most important question asked is: “How likely is it that you would recommend our company’s product and services to a friend or colleague?”

In other words, the question asks what is the likelihood of promotion? As such, the question not only gives an indication of customer satisfaction with the brand, but also the level of customer loyalty.

Respondents answer by choosing a number from 0-10, with 10 being the most likely to recommend.

Depending on the score our customers give, they are then classified as promoters (score 9-10), passives (score 7-8) and detractors (score 0-6).

The scores from all customers are then aggregated into one single number, which is our overall Net Promoter Score. Here’s the formula for calculating the NPS score:

NPS = (% of Promoters) - (% of Detractors)

NPS score can range from -100—if all customers are Detractors—to 100—if all customers are Promoters.

 

So why do we care about this so much?  According to npsbenchmarks.com, the key benefits of NPS are:

·         NPS scores can be used as a predictor of future customer actions

·         Higher response rate due to the simplicity of the survey

·         Ease of use - NPS practitioners can conduct the survey via various channels - phone, SMS, or Web.

·         Quick follow-up - NPS practitioners can quickly share the customer feedback with frontline employees or managers, who can follow up with detractors and address their concerns. LEGO®, for example, address low NPS feedback in as little as 24 minutes.

At Planteria Group, our current NPS Score is 65 and we are proud to be in the top percentage of companies with strong customer loyalty. (Update: as of September 2017 our latest NPS score was an impressive 91).

For comparison, below is a snapshot of NPS scores from other companies you may be familiar with.  Planteria Group rank exceptionally well by comparison. (Below data correct at time of publishing)

And for comparison by industry, it’s nice to see that we are well above the various averages shown below:

(Above data correct at time of publishing July 2017)

Although our NPS scores are incredibly valuable, perhaps the most valuable aspect of the NPS surveys is the written feedback we receive from our clients.  It’s hugely beneficial and rewarding to see the positive feedback and if ever there is a problem or a comment that strikes us as needing attention we can quickly respond. 

Planteria Group are committed to excellence.  Anything less is not an option. We believe a job is only worth doing if it’s done properly. We employ rigorous training and procedures to ensure everyone at Planteria is an expert in their field. This culture of excellence ensures our clients are consistently satisfied. 

 In addition to our commitment to excellence, we are also relentless to improve.  We love to challenge the status quo and constantly push the boundaries of industry standards.  We explore and innovate to discover new concepts, and diligently fight the resistance to change. This forward-looking, enthusiastic approach keeps us ahead of the game. 

Image credits: all visual charts shown come from npsbenchmarks.com

Would you like to know more?

We are always on the lookout for talented florists and plant technicians with great attitude so get in touch if you think you have something to offer! Email us at enquiries@planteriagroup.com or call us on 0845 505 3333. Alternatively click below to fill in a contact form and request a brochure or call back.

 

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