Why Customer Experience Matters – 91 NPS®

September 24, 2019

What is NPS® and why should LHD’s score matter to you?

Net Promoter Score®, or NPS®, measures customer experience and predicts business growth. We understand that in order to provide the best service to our clients, we must first focus on their complete experience. We build relationships based on trust, transparency, and a mutual understanding of business goals. We know the success of our High Performing Plans, we understand benefits and the industry, but our customer experience, retention, and client satisfaction is what truly sets us apart from our competitors.


Calculating NPS

To calculate our NPS we sent a survey to 161 clients. The score is calculated using the answer to a key question, using a 0-10 scale: How likely is it that you would recommend LHD to a friend or colleague?

Respondents are grouped as follows:

  • Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
  • Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
  • Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).


Industry Comparison

Our respondents totaled 9.1, leading to our score of 91. Our industry, Brokerage/Investments, averages 45. With a score of more than double the industry average, we were able to assign a numerical value to the truly unique LHD experience our clients appreciate and expect.

Find out more about LHD here!

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