Every business wants to know how its customers perceive it, and we at Direct Capital are no exception.
Net Promoter is one tool we make use of on a monthly basis, and the results of our most recent survey just came in. Before we get to the results, a brief explanation of how Net Promoter works and how it can benefit your business.
How It Works
Net Promoter, known as “The Ultimate Question,” is a survey that asks customers one simple question: “How likely is it that you would recommend our company to a friend or colleague?” They have the opportunity to respond on a scale from 1-9, with 9 being extremely likely. Those responding in the 7-9 range are considered “promoters,” while those in the 1-3 are considered “detractors.” When you subtract your detractors from your promoters, you end up with your final score. If your customers are really dissatisfied, it’s possible to end up with a negative score.
Since it’s hard to deliver a drum roll in this format, we’ll get right to it. Direct Capital wound up with a score of +41.76, indicating a pretty high level of satisfaction with our services. Nearly half of respondents rate us a 9, meaning it is highly likely they would recommend Direct Capital. For reference, the highest rated company nationally in 2010 was USAA, who clocked in at +87.
Tomorrow we’ll deliver more in-depth results from our own end of the survey, so stay tuned for that.
Photo credit to immrchris at http://www.sxc.hu/photo/1238452