Watermark Achieves +83% Net Promoter Score

A quick post under the category of "shameless self-promotion."

Net Promoter Score (NPS) is a widely used measure for gauging the quality of a company’s customer experience and its clients’ ensuing loyalty.  NPS scores are calculated from customer surveys, by looking at the proportion of respondents who are “raving fans” versus those who are “detractors.”  Scores can range from -100% (poor) to +100% (excellent).

 

According to Fred Reichheld (co-developer of the NPS measure), the average company typically has an NPS score of +5% to +10%.  Perennial leaders in customer experience and loyalty, such as Apple and Amazon, generally score in the 70’s and 80’s.

 

For the twelve months ending March 31, 2011, Watermark Consulting posted a Net Promoter Score of +83%, indicating an extremely high level of satisfaction and loyalty among our clients.

 

We’re grateful to have earned such high marks from our clients, and look forward to impressing them for years to come!

 

Net Promoter Score is a registered trademark of Fred Reichheld, Satmetrix, and Bain & Co.