Inavero helps B2B firms credibly differentiate themselves based on their service.
Net Promoter® Score (NPS® for short) is a simple metric based on a survey question that asks your clients how likely they are to recommend your firm to a friend or colleague on a numeric scale of 0 - 10; ten being extremely likely and zero being not likely at all.
Responses to the Net Promoter Score question are divided into three categories:
Your firm's "score" is calculated by subtracting the % of detractors from the % of promoters in your respondent set. By way of example, Inavero's lifetime NPS score is 84%, which is derived from the 86% of promoters across our company survey history minus the 2% detractors across our company survey history.
86% - 2% = 84% NPS. Easy peasy.
More on NPS for accounting firms >>
The 2018 Accounting Industry NPS Benchmark for firms operating in the U.S. and Canada is 19%.
Compare that to 75% - the average NPS of firms who won the 2018 Best of Accounting award - and you begin to see just how much opportunity you have to differentiate on service quality.
See how the 2018 Accounting Industry NPS Benchmark is calculated >>
For 2018 Accounting Industry NPS® Benchmarks:
For an in-depth overview of NPS for accounting firms:
The Net Promoter survey methodology is the only client survey that measures loyalty behavior as a proxy for satisfaction. Tying this short, simple survey question directly to clients' willingness to refer your firm allows you to:
Hear what your clients think
Identify service wins and issues
Benchmark service quality
Identify referral prospects
Many accounting leaders fail to realize a full return on their satisfaction survey investment. The crux of the issue? Finding opportunities go beyond measurement with NPS.
Going further with NPS includes:
At Inavero, we believe a well-designed NPS survey program should place your firm’s service levels at the center of your marketing strategy - from retention and account growth to industry differentiation and improving your online search results.