Recently, a prospective client inquired about our Net Promoter Score (NPS). It was a simple and reasonable request; we explained how our customer service has improved and is best in class…to which the client said, “prove it.”
We had considered starting an NPS program for the better part of two years – it is a very short survey, 2-3 questions, all related to the respondent’s willingness to recommend your service or product. That said, we always erred towards not wanting to bother our adjusters and nurse case managers with another email.
This client request was the nudge we needed and prompted us to think through the big-picture benefits of starting an NPS program. Mainly, we’d be able to collect customer feedback that would help us improve and better our service offerings while gaining valuable insights into what clients need and want.
While we anticipated identifying areas for improvement, we were pleasantly surprised by the overwhelmingly constructive and positive feedback received. This validation confirmed that we are focused on the right areas, encouraging us to continue strengthening our commitment to delivering exceptional service. In this article, we’ll share our NPS journey and discuss how it benefits our clients and partners.
First, what is Net Promoter (NPS)?
NPS is a metric that measures customer loyalty and satisfaction. The main question is, “On a scale from 0 -10, how likely are you to recommend our service?” Each response falls into a bucket:
- Scores of 9 or 10 are considered Promoters
- Scores of 7 or 8 are considered Passives
- Scores of 0 – 6 are considered Detractors
Promoters are just that – clients who are loyal advocates and promoters of our services. Passives are happy with their service, but there’s an opportunity to improve. Detractors are customers who have had a less-than-desirable experience.
Our journey.
It all started with these goals in mind:
- Create an environment where clients can provide feedback, which in turn will fuel us with knowledge on how we can improve our customer experience.
- Better define our best qualities to help bring exceptional experiences to existing and future clients as well as our current stakeholders.
An email was then deployed to active adjusters and nurse case managers asking for their anonymous feedback on three questions, taking less than 2 minutes of their time:
- On a scale from 1 – 10, how likely are you to recommend Bardavon to a friend or colleague?
- Please share the primary reason(s) for the score you gave us, and any other relevant feedback.
- Is there anything specific that Bardavon can do to improve your experience?
The results exceeded our expectations.
61. This is the NPS score we hoped for and we are humbled to have received it. We heard our end users loud and clear. They expect the most precise communication and timely, thorough note delivery, which are anticipated and critical elements of a high-performing network. We were thrilled to discover that we excel in clear and concise communication, ease of scheduling, and note delivery. Knowing there’s always room for improvement, we double-clicked on the detractors to create an action plan answering each respondent’s specific ask while refining processes and procedures that will positively impact each of our stakeholders moving forward.
To each of our respondents… thank you.
With this score, we know we are on the right track with our customer service efforts. It may have only taken 2 minutes of our clients’ time, but it gave us (what feels like) a year’s worth of knowledge to continue moving the needle and putting customer service front and center.
We are immensely grateful to our clients for their honest and valuable feedback. This NPS journey has reinforced our commitment to being a true partner in the recovery process. We encourage you to continue sharing your feedback, as it plays a vital role in our ongoing journey to improvement. Together, we can continue to provide the best possible care for injured workers.