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We would like to share the CEO portion of the results of our 2018 Client Satisfaction Survey. As we continue to grow and expand into new areas, receiving feedback on how we are doing is of the utmost importance. Throughout the month of November, we asked credit union CEOs to rate our company and services in areas like value, satisfaction, and the ever-critical NPS score.
Look below to see how our credit union CEOs ranked us in 2018.
We had to triple check our data when we saw that over the past three years, the satisfation score did not change even .01%. In 2016, 2017 and 2018, CE0s ranked us precisely 9.0 out of 10. Weird, but really cool too! Talk about consistency.
A Net Promoter Score (NPS) says more about a company than most other statistics. Clients can be happy with you, find you valuable and useful, but the big question is...would they recommend you to someone else? An NPS score measures precisely that, based on a scale of -100 to 100 . 9s and 10s are weighted more heavily, as these people are called "promoters," and those who are the most likely to recommed you. Everyone else is either "passive" or a "detractor," neither of which are very good for word of mouth.
NPS scores vary wildly between B2C and B2B companies and industries. For example, Comcast received a scathing negative 5. Tesla received an almost unbelievable 96, which means almost all of their clients rated them a 9 or 10. The average B2B company can anticipate an NPS score of 25 to 33. At 67, ours is over double that, so we are very proud that credit union CEOs feel comfortable recommending us to their peers.
The qualilty of our products are essential to how happy clients are with paying us to provide them, plain and simple. As the credit union industry continues to change, surveys like these are critical for us to understand what you need to make your credit union stronger. We try hard to stay attunded to the pulse of the industry, but there is nothing like a good ol' fashioned survey to tell us if clients no longer find our products to be of high quality. We are currently working on a client experience program to make sure our clients are getting the most out of the services they use with us and provide feedback on what we can do better. It should be launching soon, which is so exciting!
Our company tagline is "Better Service, Better Experience," and you better believe with a tagline like the above that we need to be responsive. We were happy with a 4.3 out of 5 score for responsiveness. Real people answer the phone, respond to emails and follow up on questions here. Sometimes multiple parties are involved, but we always try to communicate timeframes and not leave our clients hanging.
We thank all of our CEOs who took the time to participate in our annual client satisfaction survey. As always, if you have any questions, contact your product rep or drop us a line at firstname.lastname@example.org.