10 Aug 2021

Wightman & Parrish

Net Promoter Score Results

Earlier in July, Wightman & Parrish began the bi-annual survey to obtain our Net Promoter Score.

What is a Net Promoter Score (NPS)?

NPS measures the loyalty of customers to a company. NPS scores are measured with a single-question survey and reported with a number from -100 to +100. A higher score is desirable.

Respondents are asked "How likely would you be to recommend Wightman & Parrish to a colleague or friend" and then give a rating between 0 (not at all likely) and 10 (extremely likely) and, depending on their response, fall into one of 3 categories to establish an NPS score:

  • Promoters respond with a score of 9 or 10 and are typically loyal and enthusiastic customers.
  • Passives respond with a score of 7 or 8. They are satisfied with your service but not happy enough to be considered promoters.
  • Detractors respond with a score of 0 to 6. These are unhappy customers who are unlikely to buy from you again, and may even discourage others from buying from you.

To calculate your final NPS score – just subtract the percentage of detractors from the percentage of promoters.

This video explains what NPS is and its importance in more detail:

What score did Wightman & Parrish receive?

Wightman & Parrish are proud to announce that we received a score of 77 which puts us in the top 25% of all organisations globally. Also, over 80% of respondents were Promoters. For reference, Apple's NPS is 53, Google's is 51, and Amazon's is 54.  We also received many comments from customers sharing their positive experiences with us, and it was great to hear what we do well and what aspects of our services our customers find helpful. 
 
Wightman & Parrish value the Net Promoter Score because it is an accurate measure of how well we service our customers and if we need to improve on any aspects of our service, based on customer feedback.
 
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