Professional Services Firm
Net Promoter® – Client Survey
Presentation
ABC Consulting
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Client Survey Net Promoter®
Question: What is a professional services
firm’s most significant source of new
business?
Answer: Referrals and repeat business
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Client Survey Net Promoter®
Question: What is the best predictor of
referrals and repeat business?
Answer: Net Promoter® Score
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Client Survey Net Promoter®
Question: How do you determine Net
Promoter® Score?
Answer: Ask your clients
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Client Survey Net Promoter®
Question: How do you determine Net
Promoter® Score?
Answer: Ask your clients:
How likely is it that you would
recommend ABC to a friend or
colleague needing consulting services?
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6
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Net Promoter® Concept
How likely is it that you would recommend ABC to a friend or colleague needing
consulting services?
Extremely
Extremely
Neutral
unlikely
likely
0
1
2
3
Detractor
4
6
7
8
9
10
Passive
Promoter
Net Promoter®
Score
= % Promoter (minus) %
Detractor
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Client Survey Net Promoter®
Question: What is a good Net Promoter®
Score?
Answer: Median in US: about 16%
World Class Companies: 75% - 80%
Professional Service Firms should
be relatively high
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Client Survey Net Promoter®
Question: What is ABC’s Net Promoter®
Score?
Answer: 40.6%
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NPS – ABC Consulting
56.6% Promoters minus 16.0% Detractors = 40.6% NPS
Detractors
16.0%
Passives
27.4%
Promoters
56.6%
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NPS – Office Providing Service
Office A
Office B
75.6% Promoters minus 2.8%
Detractors = 72.8% NPS
60.2% Promoters minus 7.9%
Detractors = 52.3% NPS
Detractors
2.8%
Detractors
8%
Passives
21.6%
Passives
32%
Promoters
60%
Promoters
75.6%
Office C
Office D
42.1% Promoters minus 27.2%
Detractors = 14.9% NPS
45.6% Promoters minus 18.3%
Detractors = 27.3% NPS
Detractors
18.3%
Detractors
27.2%
Promoters
42.1%
Passives
30.7%
Promoters
45.6%
Passives
36.1%
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NPS – Product/Services Provided
Feasibility Study
Information Technology
79.8% Promoters minus 6.3%
Detractors = 73.5% NPS
38.2% Promoters minus 29.4%
Detractors = 8.8% NPS
Detractors
6.3%
Detractors
29.4%
Passives
13.9%
Promoters
79.8%
Promoters
38.2%
Passives
32.4%
Financial Management
Human Resources Support
83.2% Promoters minus 3.5%
Detractors = 79.7% NPS
28.3% Promoters minus 30.4%
Detractors = -2.1% NPS
Detractors
3.5%
Promoters
28.3%
Detractors
30.4%
Passives
13.3%
Promoters
83.2%
Passives
41.3%
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NPS – Respondent Title
CEO/Owner
COO
50.4% Promoters minus 23.1%
Detractors = 27.3% NPS
65.3% Promoters minus 16.1%
Detractors = 49.2% NPS
Detractors
16.1%
Detractors
23.1%
Promoters
50.4%
Passives
18.6%
Promoters
65.3%
Passives
26.5%
CFO
Other
80.1% Promoters minus 4.8%
Detractors = 75.3% NPS
25.8% Promoters minus 16.4%
Detractors = 9.4% NPS
Detractors
4.8%
Detractors
16.4%
Passives
15.1%
Promoters
80.1%
Promoters
25.8%
Passives
57.8%
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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
If you have used any of the following consulting organizations
(including ABC), please evaluate their performance in serving you.
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
Note A: 10 = Excellent
0 = Extremely Poor
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Service Importance - Client Survey
As you think about the future, how important do you think the
following issues will be over the next five years?
Issue
Importance
Mean (A)
ABC
Consulting
NPS
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%
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






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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 Wexelbaum
Strategy Support Associates
(561) 479-3229
geraldwex@ssamail.com
Net Promoter® is a registered trademark of Satmetrix Systems, Fred Reichheld, and Bain & Company
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