In line with our commitment to continuous improvement, we regularly examine our performance across a broad range of issues critical to our customers.
We have engaged customer research firm, Saguity, to undertake qualitative research with a number of our customers to determine our net promoter score (NPS), and to understand what we are doing well and where we need to improve.
Saguity benchmarks customer experience and loyalty using a rigorous, scientific approach. It discovers what the market appreciates about a company and what drives customer loyalty and aligns that with how the company is performing.
The result of the initial research was insightful. In the voice of our customer we could see our values in action and the amazing calibre of the Kordia team. We were also able to identify areas for improvement, and a clear pathway for change.
Last year, our NPS was +32. Is that a good result? That depends. Compared with what? NPS scores can range from -100 to +100. An NPS above zero is considered good (above 50 is considered excellent). The best way to find out if the number is “good”, is to compare it with previous performance levels. We consider this to be a solid start for our NPS journey.
Why is the NPS important?
Put simply, the stronger your NPS, the more organic growth the company will experience, because customer referrals will convert into new leads and more revenue. However, the point is to not focus on the NPS score- rather, to gain understanding of the main drivers of NPS for Kordia and how we can improve on those on a daily basis to increase long-term customer appreciation.
We discovered that our customers value our expertise, knowledge, help and support and that they believe we deliver on our promise and communicate with them well.
We were proud to read comments such as
- I believe Kordia will always go the extra mile for their customers
- The solutions that Kordia come up with are ingenious
- We can always rely on Kordia
- Kordia is the leader in its field
To us, this aligns with the work we are all doing across our company, and shows that work is transparent to our customers, and that they appreciate it.
This survey will be undertaken bi-annually, and we look forward to building on this solid result.