The results of our latest client survey are in!
Each year we ask our customers for feedback on our full Amazon service. We ask specific questions about the main stages of our building blocks process to ensure that we are delivering consistently across all areas of our service. Expansion is more difficult to interrogate as it’s only relevant when it’s relevant. However, as more and more of our clients are now trading in more than one market we will look to include this in next year’s survey.
Score improvements
We are proud to have improved or held our scores in every area year on year. We have taken a number of actions that have led to these improvements:
- Better internal reporting for listings integrity to enable our team to quickly identify issues
- Improved training and processes for resolving listing problems
- Trained more people on the DSP console for advertising, enabling more of our clients to access this incredibly precise and scalable set of tools
- Better promotions reporting to enable clients to more readily evaluate deals
For the Foundations section, we have also improved the methodology by which we check, report and dispute the deductions that Amazon makes to vendors’ invoices. This is now jointly the highest rated question (“How effective are our Coop & Invoice reconciliation and dispute efforts?”) with a score of 9.6 out of 10.
We also ask more general questions about how much clients trust us, how supported they feel, how likely they would be to recommend MinsterFB etc. This section of questions had the highest overall score at 9.3 out of 10. The other joint-highest scored question in the client survey is “How much do you enjoy working with us?”, where we scored 9.6 out of 10.
Of course, none of these scores is perfect. We are grateful to our clients for taking the time to provide constructive feedback that gives us the direction for our future improvement
Net promoter Score
The question about how likely our clients are to recommend us enables us to calculate our Net Promoter Score. This year our Net Promoter Score is 82%, an increase on the 81% 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 67%, and for Digital Marketing agencies is 53%, as reported in the latest data available from Retently.
Other comments
Last but not least, we took the comments that our clients made on the free text questions of the form and made this word cloud, as we do each year. Thank you again to all all our clients, without whom none of this would be possible.
