Always Offer a Helping Hand
In January of this year, we decided to start tracking our Net Promoter Score (NPS). We sent out a survey which contained “The Ultimate Question” We decided that sending this out quarterly would allow us to gain useful feedback from our clients. We recently sent out the survey and found some very interesting information with the feedback we received.
After reviewing all the comments we found it very fascinating the different terms that were used by our clients to describe our team. A detractor would refer to our team as a “Case Worker” a term like that seems so harsh borderline prison guard definitely not what we are looking for or about. A passive client would refer to our team as a “Customer Service Rep” pretty standard however still not what we are looking for. A promoter would refer to our team by First and Last name, we thought this was very cool.
Although no one likes to hear bad things we are taking it positively as it gives us the opportunity to make things right and reflect on our areas of improvement. We are all about creating Raving Fans here at Total Debt Freedom; thanks to the feedback from our clients, we will be able to continue our path of Awesomeness.
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