Net Promoter Score Results 2025
Earlier this month, Wightman & Parrish conducted our bi-annual Net Promoter Score (NPS) survey to measure customer loyalty and satisfaction.
What is a Net Promoter Score (NPS)?
NPS is a globally recognised benchmark that gauges how likely customers are to recommend a company to others. Respondents answer a single question:
“How likely are you to recommend Wightman & Parrish to a colleague or friend?”
They rate us on a scale from 0 (not at all likely) to 10 (extremely likely). Based on their responses, customers fall into three categories:
-
Promoters (9–10): Loyal, enthusiastic advocates.
-
Passives (7–8): Satisfied but not highly engaged.
-
Detractors (0–6): Unhappy customers who may not return and could discourage others.
The final NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters. Scores range from -100 to +100, with higher scores indicating stronger customer loyalty.
This video explains what NPS is and its importance in more detail:
What score did Wightman & Parrish receive?
We are proud to announce that Wightman & Parrish achieved an NPS of 76, placing us in the top 25% of organisations worldwide. Even more impressively, 80% of respondents were Promoters, highlighting the strength of our customer relationships.
For context:
-
Apple’s NPS: 53
-
Google’s NPS: 51
-
Amazon’s NPS: 54
Hearing directly from our customers was equally rewarding. Many shared positive feedback about the aspects of our service they value most, giving us both encouragement and insight into where we can continue to improve.