Feedback Keeps Us Improving

Obtaining client feedback and measuring our client’s experience is critical in helping us live our mission of Always Improving. This data helps us to ensure we deliver on our promise to customers, and provides us direction on how to improve to meet our clients’ needs today and tomorrow. Not only do we survey our client contacts, vendors and team throughout the year, but we also call nearly every job site to ensure they had an easy experience working with BrandPoint. If it was not a good experience, we take immediate action to correct the situation and resolve any concerns.

BrandPoint Services’ Average Jobsite Score

78.79

for September 2019

78.26

for 2019 YTD

The September score is the result of 66 respondents, where 46 respondents gave us a 10 out of 10! Out of the 1127 jobsites surveyed this year, 831 have given BrandPoint 10 out of 10. Many of the most loved global consumer brands have scores between 70 and 85.

Below is a sample of the scores and comments BrandPoint Services received from the job site last month:

10

They came right away, repaired it and everything was fine after that. There were no problems. 
National Pet Retailer; Hicksville, NY

10

Kept manger up to speed, would love to have them come back out, the tec was very knowledgeable.
Home Retail Chain; Albany, NY

10

They came in, they got the work done, and it was done quickly. They had to take one extra day to do it as the damage was so bad, but overall they did great..
Quick Service Restaurant Chain; Arlington, TX

10

Went smoothly, there were no issues, and they got it done. They had a plan and it was an easy fix.
National Pet Retailer; Dover, NH

10

He knew what he was doing, he came in and got set up, explained everything very clearly, he was good to go.
National Shoe Retailer; Belton, MO

10

The door has been working since they fix it. They are also loyal customers to us as they came and picked-up some tires. 
National Tire Retailer; Plantation, FL

10

Technician was great, quick and kind. Got the job done fast.
National Optical Retailer; Birmingham, AL

10

Everything was seamless..
Movie Theater Chain; Dickson City, PA

8

No comments.
Financial Service Chain; Osterville, MA

10

Everything was good.
Nutrition Chain; Marietta, GA

Scoring using the Net Promoter System

These scores are based on the Net Promoter System. Clients are surveyed to gauge their satisfaction, using just a single question: Based on your experience, how likely are you to recommend BrandPoint based on a scale of 0-10. Similarly, we ask our customers at the job site: On a scale of 0-10, How easy was it to work with BrandPoint? Customers fall into one of three categories: promoters (9-10), those who were pleased or happy with the work and will likely share their experience with others; passives (7-8), who were satisfied but won’t make an effort to promote you to others; and detractors (0-6) who were unhappy and likely to share their displeasure with others. The Net Promoter Score is calculated by taking the percentage of your responding base that are promoters, and subtracting it by the percentage that are detractors. The Net Promoter System is based on Fred Reichheld’s book, The Ultimate Question. 

Net Promoter Score formula calculation

To learn more about how BrandPoint Services could help improve how you maintain and refresh your facilities:

Contact us today: (800) 905-4342