NO ORDINARY SERVICE. NO ORDINARY CUSTOMER SATISFACTION
THX HAS A NET PROMOTER SCORE1 OF 86.78
THIS MEANS 89% OF OUR CUSTOMERS RATED US 9 OR ABOVE OUT OF 10 WHEN ASKED ‘HOW DID WE DO?’
The Net Promoter Score (NPS) is widely recognised as a tool used to measure customer satisfaction and loyalty. It hinges on one fundamental question: “How likely are you to recommend our company, product, or service to a friend or colleague?” Customers rate their likelihood on a scale from 0 to 10, with 0 being “not at all likely” and 10 being “extremely likely.” Their responses categorise them into Promoters (9-10), Passives (7-8), and Detractors (0-6). The NPS is then calculated by subtracting the percentage of Detractors from the percentage of Promoters, resulting in a score between -100 and +100.
‘Fantastic service from order to delivery to site. Great quality of product.’
WHY SHOULD NET PROMOTER SCORES MATTER TO CUSTOMERS?
NPS is not just about one aspect of service; it’s about the entire customer experience across the whole customer journey. At THX, we use an independent third-party platform called Ask Nicely. We ask about all the key experiences a customer will have with us – including our processes, our communication, our deliveries and collections, our people, and our products. This means we are always tuned into not only what we are doing well, but also what we need to improve.
“Ordering process, availability of product, delivery and collection times. All in all, it’s the easiest and simplest hire process.”
WHEN ASKED ‘ON A SCALE OF 1-10, HOW LIKELY ARE YOU TO RECOMMEND THX TO A FRIEND OR COLLEAGUE?’, 89% OF CUSTOMERS GAVE A SCORE OF 9 OR 10.1
Our outstanding NPS score of 86.78, is particularly significant given the UK construction industry’s typical reputation for poor service and late deliveries, especially in the tool and equipment hire sector. A high NPS score signals that we consistently deliver exceptional service and reliability, far surpassing industry norms.
“Customer service, delivery, equipment and online test certification all very, very good.”
For our customers, this means you can trust us to provide timely, high-quality service that meets your needs efficiently. Choosing a company with an outstanding NPS score assures you of our commitment to excellence and customer satisfaction, making your projects smoother and more successful.
SO, WHAT DOES A GREAT CUSTOMER SATISFACTION SCORE LOOK LIKE?
An outstanding Net Promoter Score (NPS) is typically considered to be +70 or higher. This score indicates that a company has a large number of promoters who are very satisfied and loyal, and it is significantly higher than the average across most industries.
“We deal with one person every time, both on same page, any issues resolved instantly.”
THX NPS broken down further1:
- Our Processes: 93 NPS
- Our People: 98 NPS
- Our Service: 90 NPS
- Our Products: 80 NPS
WHAT IS THE AVERAGE NET PROMOTER SCORE FOR THE CONSTRUCTION INDUSTRY?
According to recent data, the average NPS for the construction industry, including related services, is 372. Construction generally experiences lower NPS scores, reflecting the inconsistent levels of service on offer and highlighting that there is significant room for improvement across the industry, including within related services such as tool and equipment hire.
NO ORDINARY NPS
Our exceptional NPS score of 86.78 highlights our commitment to customer satisfaction and reliable service. While the average NPS in the construction industry is around 37, our score significantly exceeds this benchmark, demonstrating our dedication to providing a consistently high-quality customer experience.
10/10: “Overall was given a very good service – from placing of the order to the delivery point.”
At THX, we regularly run NPS surveys to gather feedback, ensuring we continually improve our communication, processes, deliveries, and products based on what matters most to our customers. This score reflects our success and ongoing efforts to ensure that your experience with us meets your expectations. Choosing THX means partnering with a company that values your trust and aims to support your projects effectively and efficiently.
Sources:
1January 2023 – December 2023
