This year Ray White has introduced the NPS system across all offices. NPS stands for Net Promoter Score. Clients who have sold their properties through Ray White are contacted to give a rating between 1 and 10 as to whether they would “Given the same situation, use the same agent again”. A score of 9 or 10 is considered to be a promoter, a score of 7 or 8 is considered to be neutral and a score of 1 to 6 is a detractor. To work out the NPS or Net Promoter Score promoters are weighed against detractors and neutrals to get a score between -100 and 100 with 0 being neutral. Many famous brands have NPS scores around 50 to 60 with many also being negative.
Ray White Urban Springs is delighted to report that with 16 clients returning their responses since the beginning of this year has an NPS rating of 93.75 meaning 15 clients gave us a 9 or a 10 and 1 client gave us an 8. I knew most of our clients were happy but I had no idea they were THIS happy. For any business to have no detractors from 16 respondents is highly unusual.