The results of our latest client survey are in, and we are thoroughly delighted to have achieved our best Net Promoter Score ever!
Each year we ask our customers for feedback on our full Amazon service. Each client contact indicates which of our services they have personally experienced. They then rate our performance against a series of questions. In addition, there are free text spaces. These allow our clients to highlight particular strengths and improvers so we can further delight them next year. We take these seriously and try to deliver service improvements on this basis.
Net promoter Score
The Net Promoter Score is calculated from answers to the question ‘How likely would you be to recommend MinsterFB to another business?’. This year our Net Promoter Score is 89%, an increase on the 82% we scored last year. Both fall in the ‘world class‘ range as described by Bain & Company.
We’ve also looked at how this compares with other benchmarks for B2B businesses. The average NPS for Consulting businesses is 66% as reported in the latest data available from Retently. For Digital Marketing agencies it is 51%.
Score improvements
Our clients rate us for each part of our Building Blocks process to ensure that the full service we provide is delivered to a consistently high standard.
Following the previous year’s survey we made the following improvements:
- Client dashboard developments giving increased data and insight across all areas of focus
- Publication of a Style Guide, giving clients more information on how we optimise their listings
- Better brand store reporting
- Higher levels of DSP deployment enabling more clients to access full funnel communication via the Amazon platform
As a result, we scored much higher for the following questions in this year’s survey:
Of course, none of these scores are perfect. We are grateful to our clients for taking the time to provide constructive feedback that gives us the direction for our future improvement
Other comments
Last but not least, here are some of the comments that our clients made on the free text questions of the form. Thank you again to all all our clients, without whom none of this would be possible.
