Last month an invitation was sent to clients to share their views on the service we provide them by participating in an anonymous online survey.
Thank you to the 137 clients that completed the survey, for taking the time to share their thoughts with us. The results have now been analysed and I’d like to share them with you.
We used a survey methodology known as the Net Promoter Score® (NPS), which measures client experience by asking a single, simple question: “On a scale of 0-10, how likely is it that you would recommend Rickard Luckin to a friend or colleague?”
The score can range from a low of -100 (if every client scored 0-6) to a high of +100 (if every client scored 9-10), with a score above zero being considered ‘good’, and above 50 being considered ‘excellent’.
Our NPS score from this survey was +45.
Whilst we were delighted with the overall result, rest assured that every single comment has been read and we are now using this feedback to identify ways to further improve our service across the firm.
If you have any other questions about the survey, please do not hesitate to get in touch with your usual Rickard Luckin point of contact.