Two Numbers We’re Celebrating This Month: 5 and 100

Time for some shameless self-promotion...

Forgive us as we partake in a brief moment of celebration and shameless self-promotion, but we’re crowing this month about two significant numbers for Watermark.

First, this month marks our 5-year anniversary!  That’s five years of helping companies impress their customers.  Five years of helping business leaders inspire their employees.  Five years of creating raving fans – both out of our clients, as well as for our clients.

Which brings us to the second important number we’re celebrating…  Watermark has earned a Net Promoter Score (NPS) of +100% for the second year in a row.

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).

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.

We’re grateful to have been entrusted by so many companies with something as important as their customer experience, and elated to have earned such high marks for the work we’ve done.

Here’s to another five years of creating raving fans!

 

(Net Promoter is a registered trademark of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.)