Many companies work hard to earn customer loyalty, and Plymate is no exception. We created our business in 1930 to be customer-focused and provide the highest level of service possible, and that’s been our goal ever since. Customers have choices when it comes to their uniform and mat rental services. We want to be their first and best choice. How do we determine if we’re doing this successfully? By asking! Our Net Promoter Score helps us understand how our customers experience us as a supplier.
The Net Promoter Score Explained
One of the ways a company gauges its overall customer satisfaction is by assessing their Net Promoter Score, or NPS. What’s an NPS, you ask? Essentially, it’s a management tool that measures the willingness of customers to recommend a company’s services or products to other people. It’s also a predictor of a company’s future growth, not surprisingly, and it’s been adopted by more than two-thirds of Fortune 1000 companies. In today’s world, NPS is an integral discussion piece of Customer Experience Management around the world.
Net Promoter Score is calculated as a number, and just as you’d expect, higher numbers are indeed better! This number is determined by the response to a single question: How likely is it that you would recommend our company/product/service to a friend or colleague? The scoring for this answer is most often based on a 1 to 10 scale.
Those who respond with a score of 9 to 10 are called Promoters. Promoters are considered likely to exhibit value-creating behaviors, such as buying more, remaining customers longer, and making more positive referrals to other potential customers. Those who respond with a score of 0 to 6 are labeled Detractors. They’re are believed to be less likely to exhibit the value-creating behaviors. Responses of 7 and 8 are labeled Passives, and their behavior falls between Promoters and Detractors. The final Net Promoter Score is calculated by subtracting the percentage of customers who are Detractors from the percentage of customers who are Promoters.
Plymate’s Score and What It Means
As an example, an NPS of +50 is generally deemed excellent and a NPS score of +70 is exceptional. We learned as a result of our recent Market Measurement Customer Satisfaction Survey that Plymate scored a Net Promoter Score of +82. This is in comparison to many of our peers who participated in the same customer survey with an average NPS of +44. Needless to say, we’re thrilled with our customers’ response to their experiences with us!
So why do we have loyal customers who feel comfortable recommending us to colleagues and friends? We believe it’s because we operate each and every day with a commitment to our core values: do the right thing, do it better, image matters, communicate times three, and co-workers make the difference. They aren’t just values we post on our website, either. They’re a way of life here at Plymate, evidenced in our day-to-day actions:
-Make honest and ethical decisions each day, even when nobody’s watching.
-Consistently invest in the most advanced industry technology possible.
-Prioritize new trucks and a clean, organized facility.
-Train our co-workers well, treat them like family, and have high employee retention.
-Co-workers deliver high output and high quality service each day, knowing that’s the foundation to an excellent customer experience.
Seeing our Net Promoter Score confirms our original intent still resonates today, nearly 90 years later. Timeless values and commitment to service are what customers appreciate.