Do you know what WHR Group, USAA, Amazon, Apple, Nordstrom, and Ritz Carlton have in common? We’re known as THE leaders for providing the best service possible—regardless of industry. Whether it’s across client service-centric retailers or highly complicated processes and technology, being the best requires a deep understanding of people. An understanding that goes beyond client satisfaction and realizes loyalty is built on cultivating meaningful relationships. Which is why our mission is to provide the highest quality service to every client throughout the entirety of the relocation process.
Our commitment to providing exceptional service on each and every move is forefront to the values we hold as a company. Our dedication to great service is exactly why we—and USAA, Amazon, Apple, Nordstrom, and the Ritz—use NPS® (Net Promoter Score®) as a key measurement tool across every aspect of what we do. When it comes to providing outstanding service, companies like us prefer a proactive approach to improving our service structure, and NPS provides the insight we need to be the very best there is.
The Role of NPS
While NPS is still fairly new from an awareness standpoint in the relocation industry, it is the best in terms of simplicity and as a measurement of brand loyalty. It is for these exact reasons why more than two-thirds of Fortune 1000 companies are now using NPS.
As a customer satisfaction benchmark, the score for NPS is calculated based on responses to a single question: “How likely are you to recommend WHR Group to a friend or colleague?” Based on a scale of 0 to 10, the responses can be categorized into three groups:
We calculate our NPS score by disregarding the passives and subtracting the percentage of detractors from the percentage of promoters. The objective being, of course, to achieve a high NPS score by having significantly more promoters than detractors. Depending on how our clients answered the NPS question, this score can range anywhere from -100 (all detractors) to +100 (all promoters).
The NPS question is just one of many that we ask our clients and transferees to answer. As we look at the full survey, we can easily connect the dots and pinpoint what service areas usually scored low when we had detractors. Not only are we able to pinpoint detractors based on these other questions, we can also ID problem areas in our workflow to proactively avoid potential issues ahead of time.
How WHR Group Uses NPS
The design of NPS is to measure loyalty to our brand and by making NPS a key metric for our teams, we can focus solely on providing our customers with a positive experience at every interaction and maintaining a work culture that encourages exceptional performance while achieving the best results possible.
Here’s how this looks behind the scenes: Every Monday, our leadership team reviews the data and specific scenarios compiled by our surveys, which include the NPS question. Our leadership team looks for trends of detractors and come up with meaningful ways to help our team avoid those circumstances. For example, we know that filing a household goods claim due to broken or lost items increases the chance of people becoming a detractor exponentially. For this reason, we use claim rates as a major factor to select vendors for each move. Additionally, and as a result of our independence, we choose our vendors based only in our client’s best interest and regardless of vendor affiliation.
Because NPS doesn’t share the whole of the problem, just the effects of underlying root causes, when someone is a detractor, we look at everything that has happened throughout the relocation process. In doing so, we might find that they are a detractor simply because they are losing money on their home. While we may not necessarily be able to do anything about it, we CAN adjust our process to be more proactive in talking to transferees about possible issues up front in order to better prepare them for the reality of their situation.
Here’s why we do this: Our customers are incredibly loyal and with 100% client retention over the last decade, we want our client’s transferees to be loyal to them. NPS helps us promote loyalty within our client’s organization and highlight why relocation is an asset to both the organization and the employees themselves. Most of all, we use NPS because if your employee has a great relocation experience and their coworker also needs to relocate, it’s likely that one great experience will lead to another for greater acceptance of relocation jobs and employee retention.
If you’re ready to get the service your top talent deserves during their move, reach out. We’re happy to share some of our favorite success stories and walk you through our process.
