Watermark Consulting Achieves +100% Net Promoter Score

Time for a little shameless self-promotion...

At Watermark, our business is about helping you impress your customers.

We’d like to think we know a little something about creating raving fans – and our 2012 results suggest we might be on to something.

Forgive us as we partake in a brief moment of celebration and shameless self-promotion, but we’re thrilled to report that our 2012 Net Promoter Score (NPS) came in at +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.  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% (which essentially means they have about as many customers who dislike them as those who love them).  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 December 31, 2012, Watermark Consulting earned a Net Promoter Score of +100%, 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.