Risk & Business Magazine Jones DesLauriers Insurance Magazine F2017/W2018 | Page 6

NET PROMOTER SCORE
BY: ERIC OSBORNE, DIRECTOR,
COMMERCIAL OPERATIONS,
JONES DESLAURIERS INSURANCE
The Evolution Of The Client Experience
Net Promoter Score
W
hen we think of
exceptional customer
service, we all have
brands that resonate
strongly with each
of us. Common leaders are The Ritz-
Carlton, Starbucks, Amazon, and Apple.
This is based on the overall experience
we receive and the consistent execution
of our day-to-day interactions with
these businesses. At Jones DesLauriers,
we want to be considered elite and
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differentiate ourselves for our high
level of advice and service. As we strive
to enhance our customers’ experience
and increase their satisfaction, we will
be launching Net Promoter Score as a
key metric to measure satisfaction and
receive direct feedback from our clients.
Net Promoter Score quantifies the
customer experience and projects
business growth by asking the following
question: “How likely is it that you
would recommend our company to
a friend or colleague?” Using a scale
of 0–10, respondents are grouped
into three categories to yield the Net
Promoter Score, which is a key measure
of our brand and overall customer
experience.
We are excited about the results and
information that will come out of this
survey. It is not something we plan to
just look at. Rather, we will analyse
the results and put a plan into action
for 2018 to better service our clients.