2017 Customer Satisfaction and Advocacy Rating

2/12/2018

At ABN AMRO Commercial Finance, we are committed to continually improving the service we provide to you, putting your needs at the heart of our business.

The 2017 Annual Customer Satisfaction Survey shared some valuable insight into what our clients and valued partners feel we are good at, but also what we need to keep working on.

Satisfaction was surveyed among customers as well as intermediaries and compared to the previous year’s results.

We had a record breaking response rate from our customers and an overall customer satisfaction rate of 93%. What’s more, we had a Net Promoter Score (NPS) of +71. 

The NPS measures the client advocacy rating of an organisation based on clients’ willingness to recommend products and services to others and is based on the response to a single question:

How likely is it that you would recommend our company/product/service to a friend or colleague?

How is an NPS score calculated?

Scoring for the answers is based on a scale of 0-10.

 

Total NPS = percentage of promoters – percentage of detractors

Promoters = customers scoring a 9 or 10

Passives = customers scoring 7 or 8

Detractors = customers scoring 6 or lower

 

An NPS of over 50 is considered to be good.

 

The results concluded that 3 out of 4 customers are promoters and would recommend us to others, and over 50% of our clients have already done so!

Thank you to all those who took the time to complete the survey. For every response received, we donated £10 to our sponsored charity for Q3, Great Ormond Street Hospital and Children's Charity, totalling almost £3,000.

Over the course of 2018 we’ll continue to listen to your feedback and respond to your needs, improving our ways of work to make our partnership even more effective. Our commitment to continuous improvement will centre around our clients’ needs, empowering you to achieve your business ambitions.

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