Doing Better Business Continues to Earn Top Scores
23 of our 31 Pennsylvania School District customers submitted surveys for Doing Better Business, Inc. (DBB) this current school year (since September 1, 2016). We are pleased to report a 20.26% response rate and an amazing score of 100!
The Net Promoter Score (NPS) is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. It is used to gauge the customer’s overall satisfaction and loyalty.
Doing Better Business has been using surveys and NPS for several years as a method to drive improvements in customer service. We focus on both the promoters (those who rate us 9 or 10) and the detractors. Many organizations only focus on fixing the detractors.
Trying to understand what causes a promoter to actually submit a survey and give us a high rating has been helping engage our entire team in uplifting discussions about how we can do more to provide a “wow” experience for our customers.
Doing Better Business uses the Net Promoter Score system to build relationships. Our team approach to service provides an overall better experience for our customers.