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12 April 2019
At Crombie Lockwood, we aspire to deliver an outstanding client experience.
We use Net Promoter Score (NPS®) to help us monitor and improve our service. NPS® is a proven metric used globally to measure client engagement and advocacy. It establishes the likelihood of a client to recommend your product or service on a scale of 0-10.
The NPS® survey asks our clients: “How likely are you to recommend Crombie Lockwood to a friend or colleague?”
The response options range from 0 (not at all likely) to 10 (extremely likely). The responses are then grouped into the following three groups: Detractors, Passives or Promoters.
An organisation’s NPS® score is a formula that subtract the percentage of clients who are detractors from the percentage who are promoters. This returns a score between -100 and +100.
It is used as a proxy for gauging the client’s overall satisfaction with a company’s product or service and the client’s loyalty to the brand.
Crombie Lockwood currently rank well above the New Zealand insurance broking industry standard scorecard of +7 for satisfaction.
We believe transparency around our NPS is important. A measure such as this keeps us honest, on our toes and continuously improving for the benefit of our clients.
We welcome your feedback on our service: email us at firstname.lastname@example.org