Wolf Consulting Earns High Scores in Client Satisfaction Survey

Wolf Consulting Earns High Scores in Client Satisfaction Survey

At Wolf Consulting, we strive to provide the very best and most responsive service and support to our valued clients. Through our company’s participation and membership with HTG Peer Groups, we have the opportunity to meet and access various resources, and we have learned about client satisfaction tools. To that end, we worked with a research firm in late 2017 to conduct a client satisfaction survey on our behalf – to talk with our clients and truly gauge how we’re doing.

A member of the research firm personally talked with one-third of our clients – who they randomly selected from a full list of clients. They spoke with a cross-section of smaller-size, medium-size and larger-size clients. They spoke with companies who have been with clients for decades, as well as companies who have been clients for less than a year. The research firm asked the main contact at each of the surveyed clients a series of questions across a wide range of topics. We are pleased to share a summary of the results below.

When did you start working with Wolf Consulting?

<1 year ago = 8%
1-3 years ago = 27%
4-5 years ago = 23%
>5 years ago = 42%

How satisfied are you with Wolf Consulting’s performance? Has the company met, exceeded or fallen short of expectations?

Fallen Short of Expectations = 0%
Met Expectations = 46%
Exceeded Expectations = 54%

Has there been any recent change in your level of satisfaction with Wolf Consulting?

Decreased = 0%
No Change = 95%
Increased = 5%

How would you rate Wolf Consulting for Turnaround Time (on a scale of 1-5, where 5=Excellent)?

Average score = 4.9

How would you rate Wolf Consulting for Breadth of Services (on a scale of 1-5, where 5=Excellent)?

Average score = 4.8

How would you rate Wolf Consulting for Technical Expertise (on a scale of 1-5, where 5=Excellent)?

Average score = 4.9

How would you rate Wolf Consulting for Customer Support (on a scale of 1-5, where 5=Excellent)?

Average score = 4.9

How would you rate Wolf Consulting for Cost (on a scale of 1-5, where 5=Excellent)?

Average score = 4.6

How would you rate Wolf Consulting for Billing Invoice Accuracy (on a scale of 1-5, where 5=Excellent)?

Average score = 4.9

How would you rate Wolf Consulting for Reputation (on a scale of 1-5, where 5=Excellent)?

Average score = 5.0

Net Promoter Score (NPS): On a scale of 0-10 scale: “How likely is it that you would recommend Wolf Consulting to a friend, peer or colleague”?

We are very pleased to share that Wolf Consulting earned a perfect 100 for our Net Promoter Score (or NPS).

A little background on Net Promoter Score: It is a common management tool used to measure customer experience and predict business growth. It serves as an alternate – or supplement – to traditional customer satisfaction research. A business calculates its NPS using by asking customers/clients the answer to one key question, using a 0-10 scale: “How likely is it that you would recommend [company] to a friend or colleague”?

Respondents are grouped as follows:

  • Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others.
  • Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
  • Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Subtracting the percentage of Detractors from the percentage of Promoters yields the “Net Promoter Score”, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).

Generally speaking, an NPS that is positive (higher than zero) is felt to be good, an NPS of +50 is very good, and an NPS of +75 is excellent. In 2017, specialty department stores were the industry sector that had the highest average NPS, which was 60. In 2017, the cable/satellite industry sector had the lowest average NPS, which was barely over zero. Wolf Consulting is very happy to share that we earned a perfect 100 for our Net Promoter Score in the recent survey of our clients.

If you are a client of Wolf Consulting, we thank you for your business and we promise to continue to work hard to provide the very best service and support, and to meet or exceed your expectations. If you are a prospective client of Wolf Consulting and would like to learn more about how our service and support allows our clients to get better results, please contact us today.