We recently surveyed our client base and are proud to have achieved a 92 Net Promoter Score® (NPS) with 100% of respondents saying they would recommend us to a friend or colleague.
The NPS survey is the gold standard of customer experience metrics and a high-level indicator of brand loyalty. The scoring system is used across industries and sectors of the economy to get a pulse on the degree of trust, satisfaction, and commitment towards an organization.
An NPS score above 0 is "good" in the sense that your audience is more loyal than not. Bain & Co, the source of the NPS system indicates anything above 20 is considered favorable. A score above 50 is excellent, and above 80 is “world class”.
The average score on the NPS survey in 2021 is 32.
With our “world class” loyalty distinction at 92 NPS, our team here at Cimatri is extremely grateful for our clients, their trust, and the shared enthusiasm in our partnerships.
“The work of a CIO. From strategy to tactical planning.”
“Cares about us as a client and our mission and goals.”
“Working closely with leadership and IT to ensure that the needs of the organization are addressed.”
“They are very clear on the scope of work and their presentations help to understand where they are in the engagement and provide a clear picture of the steps and processes.”
“Appreciate the clear methodology and quality of the work products.”
“Cimatri has done a great job keeping us informed during the app survey and AMS projects. They took our feedback on corporate culture in crafting the messaging. This does not mean they changed the results or recommendations to fit our expectation, rather, tweaked how they gave and explained them.”
“Good understanding of our needs in relation to similar organizations.”
“The work produced has been exceptional and helpful in crafting the future of the organization.”
“The team was really good at breaking down a pretty complicated process so that we understood it. They were also extremely patient and good-natured about working with our oversized core team (27 people!).”
“Understands our business and communicates openly.”
“Listen to understand the need.”
The NPS survey methodology is based on one core question: “How likely is it that you would recommend [the organization] to a friend or colleague?”
This “Ultimate Question” is a great way to quickly and easily collect feedback. The single question format creates an inviting experience that maximizes response rates.
Survey respondents rate their answer to this core question on an 11-point scale, from 0 to 10. 0 indicates “not at all likely to recommend” and 10 indicates “extremely likely to recommend.”
You can think of this loyalty and trust scale like a meter.
Respondents who indicate:
The NPS survey allows us to capture the “voice of the client,” identify trends, and continuously improve organizational strategy. The process drives a continuous feedback loop.
Our Net Promoter Score gives us internal and external benchmarks to monitor changes over time, understand how we’re fairing in the industry, and maintain excellent relationships with our clients.
We continuously monitor our loyalty ratings to ensure our IT assessments and digital consulting services are bringing together the strategies and capabilities that associations need to flourish in the age of digital transformation.
Beyond the calculated “earned advocacy score” itself, we turn the feedback we receive into our organizational compass. The open-ended responses shine a bright light on the immediate improvements and long-term changes necessary to keep our clients happy.
This insight allows us to regularly recalibrate our portfolio roadmap and client experience strategy based on what matters to our actual end users.
Millions of organizations, including more than two thirds of Fortune 1000 companies, have used NPS as a loyalty performance indicator over the past 15 years.
Not only does NPS quantify and track the desirability and overall brand sentiment year-over-year, but it can also be used to:
At Cimatri, our organizational purpose and vision is ultimately to ensure professional membership associations and not-for-profit organizations thrive in the digital world.
Our CIO consulting and digital services are strategically designed to guide mission-oriented organizations in rethinking how technology, people, and processes are aligned in pursuit of continuous process improvement and the culture of innovation.
Let us know how we can work with your association or non-profit.