We’re pleased to announced that, for an unprecedented fifth year in a row, Watermark Consulting has earned a Net Promoter Score (NPS) of +100%.
For those of you unfamiliar with NPS, it’s a widely used measure for gauging the quality of a company’s customer experience and the ensuing loyalty that it engenders. NPS scores are calculated from customer surveys – specifically, a “likelihood to recommend” question — and can range from -100% (poor) to +100% (excellent).
The average company has an NPS score of +5% to +10% (which essentially means they have about as many customers who dislike them as those who love them). Perennial leaders in customer experience, such as Apple and Amazon, generally score in the 70’s and 80’s.
Those benchmarks help illustrate why we’re so proud of our +100% NPS, as it indicates an extremely high level of satisfaction and loyalty among our clients.
The companies we’ve helped collectively represent over 750,000 employees and $500 billion in annual revenue. We’re grateful to have been entrusted by some of the world’s foremost brands with something as important as their customer experience, and we’re elated to have earned such high marks for the work we’ve done.
(Net Promoter is a registered trademark of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.)