Senexus has used the Net Promoter Score tool for more than ten years. Over this time Senexus has achieved a remarkable NPS of 96. This exceptional rating is a hard-earned endorsement of the quality of client service and outstanding results delivered by the Senexus team. It’s also healthy reassurance for prospective clients that Senexus does provide the advice you need when dealing with the aged care system.
Anecdotal support of Senexus’ client satisfaction is available through client testimonials and Google reviews.
Why the Net Promoter Score matters
The Net Promoter Score® (NPS) is a widely used metric for assessing customer experience and loyalty. It gauges how satisfied customers are with a business and how likely they are to recommend it to others.
It operates through a straightforward survey, with businesses sending out a survey that includes the key NPS question: “How likely are you to recommend this company to a friend or colleague?”
How to interpret the NPS
The NPS categorises respondents into three groups based on their loyalty and satisfaction. Each category is defined by how respondents answer the key NPS question.
The groups are:
- Detractors (0-6): Unsatisfied customers, unlikely to make repeat purchases, and may even dissuade others from using your business.
- Passives (7-8): Satisfied but unenthusiastic customers who could switch to competitors for better deals or features.
- Promoters (9-10): These are brand advocates. They recommend your business to others, organically boosting your reputation.
How to calculate Net Promoter Score
NPS is calculated by subtracting the percentage of detractors from the percentage of promoters (% of promoters – % of detractors). This simple formula helps businesses gauge overall customer sentiment and loyalty.
Determining a good Net Promoter Score varies by industry, company size, and market context. To put the Senexus score in context, the global NPS average is 32 (with global NPS median of 44). For professional services, the average NPS is 43, with top performers reaching 73 or higher.
With an NPS of 96, Senexus is performing at the highest level when it comes to client satisfaction.
