What is NPS?

Strong Commitment To Delivering Audit, Tax, and Consulting “Expertise That Works”

Net Promoter Score Survey Results Confirm Commitment to Exceeding Expectations

At SC&H Group, we want to exceed your expectations.  From the quality of work delivered to the experience you have working with us, we are committed to delivering outstanding results.

We recently partnered with a third-party research firm to conduct our first Net Promoter® Score (NPS) survey.  We did this to see if we are truly delivering “expertise that works” as part of our ongoing commitment to client satisfaction.

We are proud to announce that in 2015, we received a score of 84.4%, defining the firm as world class when it comes to client satisfaction.  The average NPS score for the accounting industry is 31%.

What is NPS?

Net Promoter Score (NPS) is a customer loyalty metric that is based on one simple question: How likely is it that you would recommend SC&H Group to a friend or colleague? Clients respond on a 0-to-10 point rating scale and are categorized as follows:

While NPS scores vary by industry, a score of 50 to 80 generally denotes a company that delivers an exceptional customer experience. Only a handful of companies achieve an NPS score of 70 or higher, and this group has been defined as “World Class”.

How NPS Helps Clients

Client feedback has a direct impact on the decisions we make as a firm.  

The NPS metric gives us a clear measurement of how effectively we deliver on our brand’s promise of delivering powerful minds, passionate teams, and proven results on each and every engagement.  It also gives us insight into what isn’t working, and what needs to be done to keep clients happy, and make sure their experience is positive.

Even with a high NPS score, we continually strive to improve our client service as part of our commitment to you.

To learn more about NPS, and why we decided to adopt NPS as part of our culture, listen to our Q&A with Ron Causey, CEO and Co-Founder.