At Shoreload and Propping, we are serious about a positive customer experience so using feedback from our customers, we measure our Net Promoter® Score (NPS®) regularly. NPS is a proven, powerful metric used globally to measure the likelihood of a customer to recommend a product or service on a scale of 0-10.
Industry reports say that as a general rule in New Zealand and Australia, companies should aim for an average of 30 to be considered up to standard. Shoreload & Propping are proud to have a current NPS score of 67. In addition, 97% of our customers said we met or exceeded expectations on their job and 100% of our customers said they will use us again.
As a comparison, recent industry Benchmarks show on average NZ Hire companies to have an average NPS score of 6 and Services (Trades) of 24, with Builders scoring 21.
We are constantly striving to improve our NPS score and make sure we act upon any constructive customer feedback immediately.