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We recently completed a client survey (thank you for your responses) including the question used to determine our Net Promoter Score (NPS), a key metric of client happiness. The NPS is based on a 1-10 ranking of the question, “How likely are you to recommend Dominion Payroll to a friend or colleague?” Respondents are grouped as follows:
Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others fueling growth.
Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor to a high of +100 (if every customer is a Promoter). Our most recent score was 72, which is, in short, terrific. That puts us in fine company (see chart below).
The HR industry average is 56. The 72 score also represents an upward trend in our score over the past 4 quarters.
“We are always focused on delivering outstanding service to our clients and have put in place processes and training to ensure that. While we are pleased to see the most recent survey results, we are not done yet, and will continue our efforts to enhance our customer’s experience with Dominion Payroll”, states John Griffin, COO.
*Sources: NPS Benchmarks by CustomerGuage and Customer Guru NPS