WHAT'S A NET PROMOTER SCORE?
A Net Promoter Score or NPS is a metric that measures a company’s client satisfaction and service quality. Customers are asked a single question: “How likely are you to recommend our company to a friend or colleague?” Then, customers select a number on a scale of 0 to 10.
- Those who respond with a 9 or 10 are promoters.
- Those who respond with a 7 or 8 are passives.
- Those who respond with a 6 or lower are detractors.
To calculate the final NPS, subtract the percentage of client detractors from the percentage of promoters.
ABOUT OUR NET PROMOTER SCORE
In June 2020, we asked our clients to rate how likely they were to recommend our firm. More than 150 clients responded. The results were: 157 promoters, 14 passives, and 10 detractors. The NPS calculation was: 86.74% – 5.51% = 81.23%
NPS = 81
ClearlyRated states the average NPS for the accounting industry in 2020 is 23. Our score is significantly higher, showing that we stand out from the crowd as leaders in client satisfaction. Companies with scores above 30% are considered average. Those with scores above 70% are world class. Examples include Costco, Nordstrom, and USAA.
THE HISTORY OF OUR NPS
We’ve measured our Net Promoter Score since 2015 and have steadily increased our score over the years. The bar graph below shows how our score has grown and how it compares to the standard accounting industry score.
HEAR FROM OUR CLIENTS
We asked clients why they gave us the rating they did. Here’s what they had to say.
Your firm is extremely competent, trustworthy, and reliable.
I have always received the best customer service from the entire team at Beene Garter.
The overall quality and interpersonal skills of BG staff are second to none in my opinion.
I have known Beene Garter for several years. Honest, hardworking firm.
Beene Garter brings issues to the table that could be advantageous to my business. I can expect timely reporting and responsive service.
Beene Garter has always found ways to save my company money. I have also found them to have incredible integrity with their work.
Your knowledge, expertise, friendliness, and availability are constant. You make your clients feel they are in good hands.
Great people who are knowledgeable and down to earth. They truly care about their clients’ success.