The Net Promoter Score is a proven method to determine the loyalty and satisfaction of a company’s customers. According to CustomerGauge, the average NPS for logistics companies is +55. Transportation and logistics companies benchmarked on Customer Guru showed an NPS range from +8 to +11.
Red Stag Fulfillment first did a Net Promoter Score survey in December of 2017. At that time, the NPS was +81. Red Stag employees were justifiably proud of this achievement – until June 2018, when a new survey showed an NPS of +97. That is a sky-high score for any industry.
Matt Novak, one of the key players on Red Stag’s Customer Support Team, credits Red Stag’s proactive customer service with the high NPS. “We’re not perfect,” he said, but “we see ourselves as an extension of our clients’ businesses.” When there is an issue, he said, “Normally, we tell the client before they come to us.” This allows Red Stag’s clients to alert their customers to a problem even before the package is delivered, leaving clients and their customers grateful for above-and-beyond customer service.
What Is a Net Promoter Score?
The Net Promoter Score (NPS) survey was developed about 15 years ago as a metric for predicting growth. Rather than give customers long customer satisfaction surveys that don’t produce reliable results, NPS asks one basic question: How likely are you to recommend our services? Clients answer on a scale of 1 to 10, with 10 being the most likely to recommend.
The theory behind NPS is that the predictor of the health and growth of the company is how many customers are enthusiastic enough to promote it to others.
Every survey respondent who gives your company a rating of 9 or 10 is labeled a promoter. Scores of 7 or 8 are considered passive. Those who answer 6 or below are labeled detractors.
Neutral responses don’t count toward the NPS. To calculate the Net Promoter Score, take the percentage of promoter responses and subtract the percentage of detractor responses. For example, if 75% of your respondents were promoters, 5% were neutral, and 20% were detractors, your NPS would be +55. The score is expressed as a number, not a percentage.
Red Stag NPS Survey Methods and Results
In June 2018, Red Stag reached out to 325 people, covering all of our clients. We received responses from 46% of our clients; respondents represent 62% of our revenue.
Among our responses, all but one of the responses were promoters; there was one passive response and no detractors, giving Red Stag an NPS of +97.
What Clients Say about Red Stag
Kudos came in along with the NPS survey responses. Here are some of the things our clients say about us.
“Flexible, timely and professional service. Also has an incredible tech integration, very flexible, and a very low error rate.”
- Furniture manufacturer
“The entire RSF team, from account management through receiving and kitting, has been incredibly responsive regardless of the urgency of the request. Communication is timely, friendly and detailed. The entire team goes above and beyond to ensure a smooth and simple process.”
- Outdoor toy company
“1. Extremely high-quality customer service. Even special requests are accommodated, and we always hear back promptly about any issues we raise. 2. Extremely low error rate by RSF. Unlike Amazon, you haven’t damaged or lost any of our products.”
- Medical device maker
“The guys who manage our account do an absolutely fantastic job, both in responding to issues but in also proactively looking for ways to do things better.”
- Air conditioner manufacturer
“After years of disappointment with other order fulfillment companies, we are finally confident that we have chosen the one we can trust to properly manage our inventory and shipping requirements.”
- Home supply company
“Red Stag’s promise to current and future clients is to keep providing the stellar service that turns clients into promoters.”