Beating the industry average
- 24th of August 2016
- client experience
- home loan
Thanks to our wonderful clients New Zealand Home Loans is proud to have a Net Promoter Score (NPS) of 49 – a fantastic achievement beating the industry average of 13.
What does an NPS score of 49 mean for New Zealand Home Loans?
The results from our recent client survey, establishing our NPS score of 49, have shown 89% of our clients would use NZHL for their next loan and our clients’ personal recommendations to family and friends are still the main way people discover NZHL and how we continue to grow our client base.
Thank you to the clients who participated in this survey and provided us with valuable feedback. We’d also like to congratulate these 5 clients who took the survey, went in the draw to win $100 Prezzy card, and won!
Rob G from Christchurch
Bronnie P from Te Awamutu
Maria S from Wellington
Reto Z from New Plymouth
Martin H from Rangiora
We’re making a donation to Child Cancer Foundation, thanks to our clients
A special thanks goes to the clients who participated in the survey and opted for NZHL, as a partner of Child Cancer Foundation, to make a $5 donation on the client’s behalf. We’re proud to have raised $1,830 for Child Cancer Foundation and we couldn’t be happier to support such a deserving cause.
What is a Net Promoter Score?
Net Promoter Score (NPS) is a proven, credible metric to demonstrate client loyalty and satisfaction of a company’s client base. NPS is heavily researched and used by many businesses, including most banks, to measure the loyalty of their customers. Using an NPS survey businesses can determine how likely a client is to recommend their services or product to another person on a scale of 0 – 10.
0 = Not at all likely, and 10 = Extremely likely.
How is NPS calculated?
The responses from the client survey are categorised into three groups:
- Promoters: Response scores of 9-10
- Passives: Response scores of 7-8
- Detractors: Responses from 0-6
The final NPS is then calculated by subtracting the percentage of ‘Detractors’ from the percentage of ‘Promoters’ which will give an overall score between -100 and 100.