Last month, we told you about EDR joining some of the world’s top brands by adopting the Net Promoter initiative. We wanted to give you an update on how our initial results look.
Here’s a quick explanation of how Net Promoter works: Each week, a random selection of customers who ordered from EDR is sent a survey by Net Promoter, asking several questions about their customer experience. The score revolves around one central question: How likely are you to recommend EDR to a colleague? Respondents can answer from 1(not likely at all) to 10 (very likely). All of the “Promoters” (customers who responded with a 9 or 10) are added up and the “Detractors” (customers who responded with a 1-6) are subtracted. The total is our Net Promoter Score, or NPS.
We’re excited to say that our early results are very positive! We have always taken great pride in our customer service, but we may have been under estimating the great people on our team. Our latest score is a 64—which is quite high compared to other companies that we are benchmarking against. To give you an idea of how we stack up against some well known brands, American Express has an NPS of 27 and Trader Joe’s has an NPS of 69.
We’ll continue to collect this information from our customers, so be sure to answer the quick survey if you are selected by Net Promoter! We will use our NPS to track our performance as a team, but will also be digging into responses to the other questions in the survey to find out where we can make improvements.
Thanks for your loyalty over the years and please let us know how we can better serve you!