Every quarter at Nationwide Hire we get in touch with a cross section of our customers and we ask a simple question – “How likely – on scale of 0 to 10 – would you be to recommend us to a friend or colleague?” This results in what’s called a Net Promoter Score (NPS).
NPS is a world-leading metric for measuring customer loyalty and satisfaction. The Net Promoter Score can be as low as -100 or as high as 100+. Any positive score means more customers are willing to recommend you than are not. Based on global NPS standards any positive score or NPS above zero is considered ‘good’, over 50 is ‘excellent’ and above 70 is considered ‘world class’. Generally, if an NPS score is below 0, that tells you that customer satisfaction isn’t that great. An NPS score of 50+ shows that the company puts customer satisfaction as a priority and has many more satisfied customers than dissatisfied ones. An NPS of 70 or more is typical of the best customer-centric companies where customers are advocates for you and the company benefits from positive word-of-mouth referrals.
Our aggregated world-class Net Promoter score over the past twelve months is 83. We’ve had our reliability record and NPS score checked and verified by Taylorcocks, an independent firm of registered auditors. That’s over 60% higher than the UK’s leading national tool hire company. We’re always thrilled to know that so many of our customers rate us highly. But, before we get too carried away, our NPS score is not just a number. It’s a starting place. Knowing where we are and what needs to improve further helps spur our team on. Our year-on-year improvement from 75 reflects initiatives we’re putting in place to make sure we’re continually improving.