A Measure of GIPS® Standards Verification and Performance Certification Quality & Customer Loyalty
The Spaulding Group, Inc. (TSG) released the results of its 2020 customer loyalty survey with a Net Promoter Score (NPS) score of 93% promoters.* This outstanding score demonstrates The Spaulding Group’s dedication to delivering exceptional customer outcomes, efficient verifications, and great service. NPS is an index ranging from 0 to 10 that measures the willingness of customers to recommend a company’s products and services. It is a way to measure clients’ overall satisfaction and their loyalty to the firm’s brand.
* The NPS Calculation: Total % of promoters – total % of detractors = net
“After having to change our standard operating procedure as a result of the pandemic in 2020, we wanted to get feedback from our clients on how we were doing. Perhaps the best indicator of client satisfaction is their willingness to refer us to a friend or a colleague, and the NPS score is the best way to measure that,” said Patrick W. Fowler, President, COO. “Any score above zero is technically good, since it implies we have more promoters than detractors. Fifty is considered excellent, while 70 and above is the ‘best of the best.’ A score of 93 is both outstanding and considered world-class.“
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