Net Promoter Score (NPS) for Quickparts
Quickparts is dedicated to excellent customer service. Of course practically every company will give lip service to their customer service and declare their dedication to the customer. This is absolutely true as long the company can do what they want, when they want, how they want regardless of its impact on the customer. Measuring customer service would be useful to eliminate the opinions from the facts.
Quickparts loves numbers….we have a saying within the walls that says “In GOD we trust, all others bring data!” This is true for our dedication to the customer.
A few years ago we discovered a good approach to quantifying the customer experience with an approach called Net Promoter Score (NPS)*. It essentially ask the question “on a scale of 1-10 with 10 being highly likely, how likely are you to refer Quickparts to a friend”
A simple, elegant, and powerful question that can be converted to a number. The calculation that Quickparts uses is that a 9 or 10 is a promoter and moves your grade up. A 0-6 is a detractor and pulls your score down. A 7 or 8 are passive and don’t do anything for you. We calculate the ratio of promoters to detractors with the total respondents to get a score.
The world class companies are considered to be 50. The great companies that are known for their dedication to the customer, such as Amazon and Geico earn 75-80. Last year, we finished at 67 with a goal of 65. This year we have been more focused on loving our customers, especially in a difficult economy where there are a lot fewer customers. The results so far have been excellent with a YTD score of 78.
This is a very interesting increase that we can hypothesize with many different reasons, including truly exceptional customer service. However, we also give credit to the difficult economy forcing our competitors to cut back on resources, which could include customer service, thus decreasing their overall performance with the customer and significantly increasing our relative performance in the eyes of the customer. An unintended consequence of this challenging economy, but definitely a silver lining!
During the year, I will share more of our NPS and the responses we get from our customers so you can get a glimpse inside the sausage factory of Quickparts. As always, feel free to reach out to me with any questions. Other than becoming the world dominant custom part provider, I am committed to helping anyone be better in the pursuit of their goals and dreams.
* There is a ton of information on the internet on this topic. Easy starting points include:
The Ultimate Question (http://www.amazon.com/Ultimate-Question-Driving-Profits-Growth/dp/1591397839/ref=sr_1_1?ie=UTF8&s=books&qid=1247660165&sr=8-1)
Wikipedia (http://en.wikipedia.org/wiki/Net_Promoter)
Fortune Small Business Article with Quickparts can be found here: http://www.ronhollis.com
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