Why we love the number 77

We love the number 77. Seems random? Not really. That’s our NPS score. We use our NPS score to evaluate how well we are serving our clients. Watch this video to learn more about how the NPS score works. Craig breaks it down - and then explains how our score is off the charts!



Video Transcript

A Coastal Payroll, one of the tools that we use to measure customer satisfaction is a Net Promoter Score. Net Promoter Score is used by businesses both large and small to evaluate how they're doing for their clients on a scale of 1 to 10. How likely are you as a client to refer us to a friend or a colleague?

If you're a 9 or a 10 your promoter, you'll tell your friends about us and tell them how happy you are with our service. If you're a 7 or an 8 you're neutral. Less than 7 is a detractor, we need to improve on our service for those clients. You take the percentage of promoters - the percentage of detractors and that's your Net Promoter Score.

In our industry, the typical score is around 25 a coastal payroll our score 77. Statistics have proven that businesses that have a high Net Promoter Score in their industry grow twice as fast and are twice as profitable as their competition.