We're Listening to YOU!
As it is our goal to provide exceptional customer service, client feedback is crucial in measuring our successes and areas in need of improvement. While we welcome and encourage on-going communication from the board regarding our performance, we have engaged the services of an independent research firm to get honest feedback from our clients.
NPS, the type of survey we conduct, is based on the fundamental perspective that every company's customers can be divided into three categories based on their experience with your company: Those who promote your company to others, those who speak negatively about your company to others, and those who are indifferent. This is determined by asking one simple question — How likely is it that you would recommend Wentworth to a friend or colleague? NPS is used worldwide by companies like Apple, Chick-fil-A, Sony, Southwest Airlines, Enterprise, and many more.
Each board member receives a brief email or telephone questionnaire requesting their opinion on the quality of our services. The opinion of our clients and their satisfaction is very important to us as we strive to deliver what we promise and raise the level of service we provide. We utilize this valuable feedback to fine tune our practices. This information enables us to measure our progress and refocus our attention where necessary.
Why Survey?
- We are Committed to Improving our Customer Experience
- We NEED to Understand how our Customers Perceive their Experience – Perception IS Reality!
- We Need to Know Where We Are Falling Short
- We Need an Action Plan to Improve Customer Satisfaction and Client Retention
- We Want to Grow as an Organization and Provide Opportunity to our Associates
