Quality is the journey we’re always on: our first waypoint

The results are in

In our post on 22 July 2021 we made a commitment that we would make public the results of our updated Client Care Survey. So, now we are setting out the feedback from our clients on our consultancy and the team’s efforts and expertise.

The proven, transparent metric

For us, this is a valuable opportunity to learn and grow, and do things better. We should also take a moment to be proud as a team for what we’re already doing.

We opted for the Net Promoter Score (NPS) to provide the core measurement for our customers’ experience, as it does for customer experience management programmes around the world.

There’s no hiding

We love how simple NPS is: there’s no hiding. The premise of the NPS is based on the answers to a key question:

“Using a 0-10 scale, how likely is it that you would recommend Calibro to a colleague?”

The responses to this question are categorised into three groups: promoters, detractors and passives, depending upon how they answer.

Promoters (score of 9 and 10) represent a company’s most enthusiastic and loyal customers: these people are likely to act as brand ambassadors, enhance a brand’s reputation and increase referral flows, helping fuel the company’s growth.

Detractors (score of 0 to 6, included) are unlikely to recommend a company or product to others, probably won’t stick around or repeat purchases and – worse – could actively discourage potential customers away from a business.

Passives (score of 7 or 8) are not actively recommending a brand, but are also unlikely to damage it with negative word of mouth. Although they are not included in the NPS calculation, passives are very close to being promoters (particularly when they give a score of 8), so it always makes strategic sense to spend time investigating what to do to win them over.

Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of +100 (if every customer is a Promoter).

Given the available -100 to +100 range, any score above 0 reads as ‘good’ because it indicates that a business has more promoters than detractors.

A perfect score of 100 indicates that every survey respondent would recommend a company to someone else – an almost unachievable score.

Comparing us with global brands and our peers

The very best companies generally have an NPS of 70 or above. It isn’t the case that the big, global brands many of us engage with will deliver these kinds of enviable scores. In fact, in 2018, Netflix had an NPS of 64; Amazon 54; and Apple 49.

In the 2021 Retently Benchmark study, the typical NPS for a consulting business was 62. So, how did we get on?

We sent our updated Client Care Questionnaire to all clients with a project that had been completed since the start of 2021 – giving a total of 69 projects and enough data to be able to paint a clear picture of how we’ve been performing and what we can do even better. Even we were surprised by the results….

NPS Score of +92

This puts us clearly in the ‘excellent’ category, and is especially impressive when it’s compared with the industry average of 62. This score is testament to the dedication of our amazing colleagues, who go the extra mile every day to get our clients’ projects over the line in the quickest, most commercial way possible.

Speaking about the results of our survey, Patricia Jones, our dedicated QMS Assistant, commented:

“Client feedback is a core part of any QMS system. It was clear from my first interview that the management team really understood that client satisfaction was the key to the success of the business. Not only does it keep clients happy and attract more work, but it provides satisfaction to staff, knowing that what they’re doing directly influences the business.

So, having joined the business back in April, I am delighted to share in the success of our first Client Care Survey. I look forward to working with the management team and the rest of my colleagues, to ensure we maintain and, if possible, build upon this brilliant result.”

Still we move forward

This is only our first survey. It will form the baseline against which we will benchmark our future performance. Every time we complete a project we will send our Client Care Questionnaire to the client. And each quarter, the results will be presented to the Calibro senior leadership team as a formal process, and fed into our Quality Management System. This will allow us to understand if any changes are needed to our processes, as we keep looking for ways to further improve ourselves and deliver an even better set of consultancy services to clients.