In the early winter months of 2019, Dunstan Thomas embarked on asking its customers what they thought of the company. Always hoping for the best but half expecting worst, the results were a pleasant surprise. Using the Net Promoter Score measure, the company was able to compare itself against other companies who also use it as a measure of customer satisfaction.
The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company's products or services to others.
An NPS can be as low as −100 (every respondent is a "detractor") or as high as +100 (every respondent is a "promoter"). NPS scores vary across different industries, but a positive NPS (i.e., one that is higher than zero) is generally deemed good, a NPS of +50 is generally deemed excellent, and anything over +70 is exceptional.
Dunstan Thomas scored an excellent 57, a little above Google and a little below Amazon. Looking at companies in the financial services market, Dunstan Thomas scored above the market average.
Chris Read, Group Chief Executive, Dunstan Thomas Group, added:
“Dunstan Thomas has been providing solutions for over thirty four years. Since the early days of PC computing to today's connected world, we have tried our hardest to do what is best for our customers. Knowing that 'what goes around comes around’.
The Net Promoter Score is a validation of our service and as an established technology provider in the market, to be benchmarked against industry giants such as Google and Amazon. Fantastic delivery coupled with our belief in a set of values stands us out from the crowd. At Dunstan Thomas, we deliver solutions with precision and imagination, with staff empowered and trusted to create the best outcomes. But first and foremost, we create customer relationships built on mutual respect and understanding recognised in the true spirit of partnership and sense of purpose.”
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