1 professional services firm net promoter ® – client survey presentation abc consulting
TRANSCRIPT
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Professional Services FirmNet Promoter® – Client
SurveyPresentation
ABC Consulting
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Client Survey Net Promoter®
Answer: Referrals and repeat business
Question: What is a professional services firm’s most significant source of new business?
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Client Survey Net Promoter®
Answer: Net Promoter® Score
Question: What is the best predictor of referrals and repeat business?
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Client Survey Net Promoter®
Answer: Ask your clients
Question: How do you determine Net Promoter® Score?
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Client Survey Net Promoter®
Answer: Ask your clients:
How likely is it that you would recommend ABC to a friend or colleague needing consulting services?
Question: How do you determine Net Promoter® Score?
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Net Promoter® Concept
How likely is it that you would recommend ABC to a friend or colleague needing consulting services?
Promoter
PassiveDetractor
Extremely unlikely Neutral
Extremely likely
0 1 2 3 4 6 7 8 9 10
Net Promoter® Score = % (minus) %Promoter Detractor
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Client Survey Net Promoter®
Answer: Median in US: about 16%
World Class Companies: 75% - 80%
Professional Service Firms should be relatively high
Question: What is a good Net Promoter® Score?
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Client Survey Net Promoter®
Answer: 40.6%
Question: What is ABC’s Net Promoter® Score?
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NPS – ABC Consulting
56.6% Promoters minus 16.0% Detractors = 40.6% NPS
Promoters56.6%
Passives27.4%
Detractors16.0%
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NPS – Office Providing Service
Office A
75.6% Promoters minus 2.8% Detractors = 72.8% NPS
Office B
60.2% Promoters minus 7.9% Detractors = 52.3% NPS
Office C
42.1% Promoters minus 27.2% Detractors = 14.9% NPS
Office D
45.6% Promoters minus 18.3% Detractors = 27.3% NPS
Promoters75.6%
Passives21.6%
Detractors2.8%
Promoters60%
Passives32%
Detractors8%
Promoters42.1%
Passives30.7%
Detractors27.2%
Promoters45.6%
Passives36.1%
Detractors18.3%
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NPS – Product/Services Provided
Feasibility Study
79.8% Promoters minus 6.3% Detractors = 73.5% NPS
Information Technology
38.2% Promoters minus 29.4% Detractors = 8.8% NPS
Financial Management
83.2% Promoters minus 3.5% Detractors = 79.7% NPS
Human Resources Support
28.3% Promoters minus 30.4% Detractors = -2.1% NPS
Promoters79.8%
Passives13.9%
Detractors6.3%
Promoters38.2%
Passives32.4%
Detractors29.4%
Promoters83.2%
Passives13.3%
Detractors3.5%
Promoters28.3%
Passives41.3%
Detractors30.4%
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NPS – Respondent Title
CEO/Owner
50.4% Promoters minus 23.1% Detractors = 27.3% NPS
COO
65.3% Promoters minus 16.1% Detractors = 49.2% NPS
CFO
80.1% Promoters minus 4.8% Detractors = 75.3% NPS
Other
25.8% Promoters minus 16.4% Detractors = 9.4% NPS
Promoters50.4%
Passives26.5%
Detractors23.1%
Promoters65.3%
Passives18.6%
Detractors16.1%
Promoters80.1%
Passives15.1%
Detractors4.8% Promoters
25.8%
Passives57.8%
Detractors16.4%
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Client Survey – Issues Impacting Loyalty and Satisfaction
Question Index (A)
Mean
1. ABC has outstanding professional and technical consultants.
62.2% 9.0
2. ABC provides excellent quality services that meet my organization's needs.
56.6% 8.7
3. ABC provides timely and responsive service.
12.3% 7.0
4. ABC communicates honestly and openly with me and my colleagues.
75.6% 9.2
5. ABC's fees are appropriate. -1.2% 7.3
6. ABC people behave with fairness, integrity, and professionalism.
77.2% 9.3
Note A : This index is not NPS, but an overall index of agreement with the statement.
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Competitor Analysis - Client Survey
Firm Frequency
Mean (A)
ABC 275 8.1
DEF 66 6.1
GHI 119 8.7
JKL 81 9.1
MNO 15 6.0
PQR 90 7.1
STU 45 3.4
VWX 42 6.1
If you have used any of the following consulting organizations (including ABC), please evaluate their performance in serving you.
Note A: 10 = Excellent
0 = Extremely Poor
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Service Importance - Client Survey
IssueImportance Mean (A)
ABC Consultin
gNPS
Feasibility Analysis 2.3 73.5%
Information Technology 8.9 8.8%
Financial management 5.5 79.7%
Human Resource Management
7.3 -2.1%
As you think about the future, how important do you think the following issues will be over the next five years?
Note A: 10 = Extremely Important
0 = Extremely Unimportant
Note: Client ratings of the most important issues for the future are the service offerings for which ABC Consulting has the lowest Net Promoter® scores (Information Technology and Human Resource Management).
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Client Survey – Some Questions to Consider – ABC Consulting
What should we do about our relatively low NPS in Office C and Office D?
What should we do about our low NPS in Information Technology and Human Resource Support, which are becoming increasingly important issues to clients?
We have excellent ratings among CFOs, but much lower ratings among CEOs and some other categories. Implications? What should we do about this?
Should we be concerned about potential slow growth in our core high NPS services (Feasibility Studies and Financial Management). What should we do about this?
How can we improve the responsiveness of service? Two competitors are rated higher than our firm by our
clients. How should we address this? How can we better explain our fees to clients?
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For Information
For additional information about Net Promoter® Score and its application for professional services firms, please contact:
Gerald WexelbaumStrategy Support Associates
(561) [email protected]
Net Promoter® is a registered trademark of Satmetrix Systems, Fred Reichheld, and Bain & Company