The Importance of NPS

Why should you use this metric?

Why Use NPS?

Your business might be in numbers and dollar signs, but at the end of the day, you’re a client-facing organization, and you care about the experience that your clients have working with you. No matter where you’re starting — with low client satisfaction or particularly high levels of loyalty, NPS provides a powerful opportunity to both improve the client experience and leverage it for growth. So how can NPS truly help your firm?

Measure client satisfaction, loyalty, and referrability of your firm.
Identify service issues and move forward with swift resolution.
Identify happy clients and celebrate service wins internally.
Measure the client experience at your firm against industry benchmarks and competitors.
Bring customer service to the forefront and make service quality a top-of-mind goal for employees.

NPS helps protect revenue from existing client accounts while also making you more competitive with the help of referrals.

Eric Gregg, our CEO and Founder, outlines why NPS is the leading metric in the below 1-minute video.

>>Click here for our recent blog post, CX Measurement Methodologies and Best Practices, where we highlight the outsized benefits of NPS