In an effort to drive continuous improvement, Present Group conduct customer satisfaction questionnaires on completion of project work. The customer satisfaction questionnaire enables Present Group to monitor customer’s perceptions of the degree to which their needs and expectations have been fulfilled. The process provides Present Group with insight as to where we can improve our systems and processes.
In addition to meeting the objective of continuous improvement, conducting the customer satisfaction questionnaire ensures Present Group complies with requirements detailed in AS/NZS ISO 9001.
A major component of the Present Group customer satisfaction questionnaire is the net promoter score. The net promoter score is a management tool used to gauge the loyalty of an organisation’s customer relationships.
The Net Promoter Score is structured on responses to a single question: How likely is it that you would recommend our company/product/service to a friend or colleague? The scoring for this answer is based on a 0 to 10 scale.
Those who respond with a score of 9 -10 are named Promoters, and are considered likely to exhibit value-creating behaviours, such as remaining customers for longer, and making more positive referrals to other potential customers. Those who respond with a score of 0 to 6 are labelled Detractors, and they are believed to be less likely to exhibit the value-creating behaviours. Responses of 7 and 8 are labelled Passives, and their behaviour falls in the middle of Promoters and Detractors.
Current data indicates that Present Group is viewed favourably among its customer base. In Recent surveys, 75% of respondents were identified as promoters.