What is Net Promoter Score (NPS)?
Net Promoter Score measures customer experience with a single question. "How likely are you to recommend JH to a friend or colleague?" See the official explanation from NPS.
Why does JH use NPS?
Here at JH we are always looking for ways to improve. Customer satisfaction is very important to us. By asking our clients quarterly to review us, we are able to stay on top of any issues that may arise and allow us to build a better and stronger relationship with our clients.
What do the scores mean?
A score of 9 or 10 is what we strive for. Anything under that, an account rep will be in contact to find out what we can do better. How can we offer a 9 or 10 experience?
What do you do with the feedback?
The feedback provided during the survey allows our team to collaborate on new processes and tools to better serve our clients. That's why we always ask for your honesty when taking an NPS survey.
Hear from three team members as they describe the NPS survey and why it matters to us.