In January, we announced our commitment to becoming Radically Transparent in how our company publicly communicates and shares information, including publishing the results of our client Net Promoter Score survey each month.
In February, we reported an NPS of 33 (a dip of 27 points from January) and explained that "WE MUST ADD MORE CAPACITY TO OUR TEAM ACROSS THE BOARD, FROM BUSINESS DEVELOPMENT TO DELIVERY TO CRAFT POSITIONS." in order to deliver the work required by our clients in a timely manner.
Read on to see March's analysis!
Last month, we were able to fill a few critical roles that were preventing us from kicking off new projects as quickly as we'd like. It is great to see that we've been able to pull our score up quite significantly as a result.
This being said, we are still looking to fill 7+ positions in the next month in an effort to ensure we return to a typical project flow; kicking off within 30 days of a new request from a client not on an active retainer.
Account Manager (position details coming soon)
Net Promoter Score®, or NPS®, measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs the world round.”
Net Promoter Score (NPS) is tracked using the following calculation based on the question, "Using a scale of 0-10, how likely are you to recommend Craft&Crew to a friend or colleague?"
The respondents are then grouped as follows:
- Promoters (score 9-10)
- Passives (score 7-8)
- Detractors (score 0-6)
"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)." - netpromoter.com