IT ’ S NO COINCIDENCE OUR BEST AGENTS ARE CUSTOMER OBSESSED CONTINUED
BY ISABELLE WALKER
WHAT IS NPS ?
We started our customer experience program nine years ago , based on methodology from Harvard focusing on an agent ’ s NPS . The NPS and customer experience model acts as a listening tool for our customers . Customer experience and NPS is not supposed to be a marketing exercise , despite testimonials being useful for marketing purposes . We want to hear from all of our customers , not just customers who we know will give us a five-star review . It ’ s supposed to improve our service that we give and make us accountable for our actions , behaviours and processes . We are nothing without our customers - and the NPS is the equilibrium and yardstick all our agents are measured by .
NPS DEFINITION
Net Promoter Score ( NPS ) measures customer loyalty and satisfaction by asking customers how likely they are to recommend your services to others on a scale of 0-10 . The NPS score is calculated by subtracting the percentage of detractors ( scores from 0-6 ) from the percentage of promoters ( scores from 9-10 ). The NPS score is a number , not a percentage , and can range from -100 to + 100 .
NPS measures how the business is performing for its customers , and can be a predictor of business growth . Businesses with high NPS scores have a healthy relationship with customers who are likely to act as advocates for the brand , fuel word of mouth , and generate a positive growth cycle .
ENSURING CUSTOMER EXPERIENCE IS INTEGRATED INTO THE SALES PROCESS
For our top agents , a high NPS and focus on customer experience is a no brainer . Kelly Sackfield , Licensee Salesperson at Ray White Whangarei , was both humbled and surprised to be named in the top clients ’ choice performers in the group :
“ Being obsessed with helping people , and doing ' more ', is the backbone of my business . I focus on relationships over marketing , and I simply love what I do .”
In a career now spanning more than 15 years , Kelly ’ s passion for people and property is evident – with repeat business and referrals sitting at 86 per cent of her business .
Stuart Morris , Principal of Ray White Rangiora , believes that bells and whistles don ’ t have to go hand in hand with exceptional customer service - going back to basics is the best place to start .
“ I don ' t think we do anything particularly amazing , we ' re just really focused on the little things - starting with being a decent human , smiling and actually caring about what you do ,” Stuart said . However , automation can ensure you ’ re nurturing your clients throughout their customer lifecycle .
“ We ’ ve rolled out fully automated purchaser and vendor journey programs , auction vendor programs , anniversary programs etc . - we ' ve automated as much as possible so we don ' t have to think or remember key events , we just act !”
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