IPS Gains Top Scores in SPG Customer Satisfaction Index

Posted by Paula Loverich on Feb 27, 2013 2:19:59 PM

The Strategic Performance Group is an international market research firm known for its customer satisfaction surveys. IPS is a regular customer. Every year, we ask SPG to assess how customers view our strengths and weaknesses and determine how satisfied they are with our services. In the words of the late, great Ed Koch, SPF asks "How'm I doing?" on our behalf, and we take their answers very seriously.

We are pleased to announce that the 2012 results are in - and IPS got top honors. We were very glad to achieve Best in Class for the fifth year in a row. But we were over the moon to learn that IPS was the top-ranked company in the SPG 100 Index of businesses.

SPG Customer Satisfaction Index


Net Promoter Score

We also received the results of a Net Promoter Score survey. This is a well-established measure of customer loyalty. The NPS survey asks respondents to rate, on a scalefrom 1 to 10 with 10 highest, how likely they are to recommend a company. The rsulting Net Promoter Score (NPS) gives the percentage of resondents who are Promoters (score 9-10) minus the percentage of respondents who are Detractors (Score 0-6). That makes it a pretty tough test to pass. Our NPS score was 86% - which tops such nationally known brands as Costco (77%), Apple (72%) and Amazon.com (70%). We certainly don't have as many customers to satisfy as they do, but we do love seeing out team's hard work pay off in our clients' good opinion.

Net Promoter Score survey.


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