Service Responsiveness

The Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction with a company, product, or service. It is based on the simple question: “On a scale of 0 to 10, how likely are you to recommend [company/product/service] to a friend or colleague?” Respondents are then categorized into three groups:

Promoters (score 9-10): These are customers who are highly satisfied and loyal to the company. They are likely to recommend the company to others, contributing positively to its growth and reputation.

Passives (score 7-8): These customers are somewhat satisfied but not as enthusiastic as promoters. They are neutral and may be easily swayed by competitors.

Detractors (score 0-6): These customers are unhappy or dissatisfied with the company’s products or services. They are unlikely to recommend the company and may even spread negative word-of-mouth, potentially harming the company’s reputation.

To calculate the Net Promoter Score, the percentage of detractors is subtracted from the percentage of promoters. The resulting score can range from -100 (if all respondents are detractors) to +100 (if all respondents are promoters). A positive NPS indicates that a company has more promoters than detractors, signaling strong customer loyalty and satisfaction. Ameriflex’s Client Relationship NPS Score is 94, which is significantly higher than the industry’s average of 37.