[Editor’s note: This post was last updated on January 17, 2022.]
We’re pleased to announced that, for an unprecedented tenth year in a row, Watermark Consulting has earned a Net Promoter® Score (NPS) of +100%.
For those of you unfamiliar with NPS, it’s a widely used measure for gauging the quality of a company’s customer experience and the ensuing loyalty that it engenders. (If you’re interested in implementing Net Promoter at your company, read Watermark’s Ten NPS Tips to do it effectively.)
NPS scores are calculated from customer surveys – specifically, a “likelihood to recommend” question — and can range from -100% (poor) to +100% (excellent). The graphic below explains the NPS calculation:
The average company (according to the people who created NPS) has a score of +5% to +10%, which essentially means they have about as many customers who dislike them as those who love them. Perennial leaders in customer experience, such as Apple, Amazon and Ritz-Carlton generally score in the 70’s and 80’s.
Those benchmarks help illustrate why we’re so proud of our +100% NPS, as it indicates an extremely high level of satisfaction and loyalty among our clients. (Basically, we earned a ‘9’ or a ’10’ on the above scale from all of our NPS survey respondents!)
The companies we’ve helped — via our consulting services, educational workshops and conference keynotes — collectively represent more than one million employees and over $600 billion in annual revenue.
We’re grateful to have been entrusted by some of the world’s top brands with something as important as their customer experience, and we’re elated to have earned such high marks for the work we’ve done.
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