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

68.42

for November 2019

76.76

for 2019 YTD

The November score is the result of 76 respondents, where 52 respondents gave us a 10 out of 10! Out of the 1351 jobsites surveyed this year, 989 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

The gentleman that came was great. He walked me through everything and helped me understand what was done.
National Home Furnishings Retailer; Wellington, FL

10

Technician was great, will be calling on you guys again.
Regional Bank Chain; Denver, CO

10

Very helpful and did  the work on a lunch hour so as not to interrupt the machines the guys needed to work with .
National Tire Retailer; Charlotte, NC

10

Finish it on the same day.
Regional Grocery Retailer; Danville, PA

8

We were just so busy, it wasn’t really on them, it was just people were on it and they were trying to work around that.
National Fitness Chain; Humble, TX

10

Did a great job and were able to accommodate some last minute requests.
National Retail Brand; Chicago, IL

10

Very professional and experienced driver came down to move the stuff. He superseded all of my expectations. I looked around and this guy had maneuvered into the position I needed him to go into very quick. It was a new experience seeing the truck that well. It was executed very well and professionally done.
National Security Company; Montgomery, AL

10

Quick, easy and well done.
National Pet Retailer; Ranson, WV 

6

Didn’t call to schedule the work   first but once he got there he was nice and easy to work with. It just would have been nice if he had called first instead of just showing up
National Financial Services Company; Las Vegas, NV

8

When he came in he didn’t have the vendor code, I don’t allow anyone to the back of my building without it. It took some time for him to get it. Once he had the code, he worked very quickly. If they had the code, they would be able to get in and get out even faster than he did.
National Retail Brand; Sunrise, FL

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